InMoment XI

DECEMBER 13, 2024

For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business. A dashboard helps identify inefficiencies like frequent repeat calls or long wait times.

Call Center 195

Call Center Contact Center Social Media Metrics 195

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

BlueOcean

NOVEMBER 13, 2019

Listen to the audio or read the article. Furthermore, both types of programs have clear Service Level Agreements (SLAs) where KPIs are carefully measured and calibrated. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores.

Contact Center 120

Contact Center Average Handle Time Customer Care Advertising 120

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. As you read this article, keep that in mind.

Article 72

Article Customer Service 2023 2024 72

InMoment XI

DECEMBER 18, 2024

From your internal collaboration tools to call center software, these integrations connect experience data from everywhere to accelerate your products time-to-value. Reporting The right contact center automation tool should offer customizable reports for tracking key metrics like Average Handle Time (AHT) and First Contact Resolution (FCR).

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. New, more relevant self service KPI metrics that measure the success of self-service tools along with agent performance are now required.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

ViiBE Blog

APRIL 28, 2021

This article will teach you how to measure an agent’s performance and other important customer service metrics. How do you measure the performance of an agent? Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Average Speed of Answer.

Call Center 98

Call Center Average Handle Time Net Promoter Score Metrics 98

Comm100

NOVEMBER 2, 2022

With that in mind, in this article we’ll break down the top chatbot performance metrics that you should pay attention to, starting with the staple chatbot metrics and then moving onto the more technical chatbot metrics. When tracked over time, this metric also allows organizations to understand how AI chatbots are developing.

Metrics 96

Metrics Average Handle Time Measurement Interaction 96

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

Kayako

AUGUST 25, 2015

Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. Click To Tweet.

Measurement 94

Measurement Average Handle Time Communication Feedback 94

TechSee

JANUARY 24, 2023

This performance improvement is especially valuable when asking customers to perform complex tasks that extend the time of the call. While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT.

Engagement 109

Engagement Average Handle Time Call Center Connections 109

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. The result: the inability of customers to get the answers they want in a timely fashion or at all, and employees being frustrated for not being able to deliver.

Metrics 60

Metrics Measurement Customer Service 2016 60

Call Experts

APRIL 14, 2022

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. Unfortunately, it is often more complicated than measuring how long it takes for customers to wait for someone to pick up the phone. Average Speed to Answer. How does this impact their experience?

Call Center 98

Call Center Metrics Average Handle Time Contact Center 98

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT). Instead of using speed as a measure of success, brands should focus on an array of customer satisfaction metrics.

Customer Service 121

Customer Service E Commerce E-support Average Handle Time 121

Talkdesk

SEPTEMBER 18, 2020

A knowledge management platform helps Quality Assurance (QA) deliver relevant knowledge articles and guides to agents. A common question that arises is, “How do I set up a knowledge management strategy when most of my team is remote, and measure its efficacy?”

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Task: Measure Agent Effort. Alternatively, dissect average handle time for your agents’ phone conversations. Are the tools easy to use?

Blog 103

Blog Omnichannel Average Handle Time Contact Center 103

Kayako

MARCH 3, 2016

In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time.

Metrics 69

Metrics Net Promoter Score Average Handle Time Effort Score 69

Magellan Solutions

MARCH 5, 2023

That’s what this article will discuss in detail. Here are some of the common SLA metrics: First Response SLA This metric measures how prompt you’ll attend to customers’ inquiries or tickets to determine that their request is being processed. Average Handle Time How soon can you close a ticket?

Average Handle Time 98

Average Handle Time Telecommunications Metrics Return on Investment 98

Innovative CX

AUGUST 10, 2021

As Peter Drucker said, “If you can’t measure it, you can’t improve it”. Peter Drucker didn’t say – what gets measured gets managed, contrary to popular lore). So perhaps measuring performance is a good place to start allowing us to focus on better customer and employee experiences?

Connections 59

Connections Average Handle Time Customer Experience Contact Center 59

Playvox

NOVEMBER 1, 2022

Even if you do have one, now is a good time to revisit it and make sure it covers everything it should. Related Article: 5 Ways Contact Center Managers Are Adapting to Remote Work. If you’re not offering remote work arrangements or are planning to bring agents back to an office this year, it might be time to reconsider.

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Visual IDSS – Transforming Contact Centers of the Future.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

TechSee

SEPTEMBER 18, 2019

This article explains the importance of after call work and explores emerging approaches to streamlining the post-call process for frontline employees. One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers.

Contact Center 84

Contact Center Average Handle Time Reference Technology 84

CSM Magazine

AUGUST 30, 2022

The good news is that with increased deployment of cloud-based digital telephony and continuous innovations within the channel, it’s now possible to track, measure and support all aspects of the voice call – from initial answer through to wrap-up and beyond.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. Related Article: Why You Need to Measure Customer Experience in Your Contact Center. Related Article: 3 Tips For Optimizing Your Contact Center Schedule. Related Article: What is Workforce Engagement Management? And Why it Matters).

Interaction 84

Interaction Contact Center Average Handle Time Article 84

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. That’s what we will talk about in this article. What tangible actions can you take to improve your situation?

Customer Satisfaction 91

Customer Satisfaction Metrics Average Handle Time Contact Center 91

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Analytical AI: Uncovering Insights from Customer Journeys Analytical AI focuses on measuring and comprehending customer journeys.

Customer Experience 114

Customer Experience Customer Journey Contact Center Technology 114

Playvox

JUNE 22, 2023

Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents. KPIs or call center metrics vary from organization to organization, and different areas of the business require their own sets of KPIs or measurements. Why do metrics matter?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Improve AHT in 5 Easy Steps 1.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

TechSee

JUNE 25, 2019

In this article, we take a deep dive into the different AI customer service technologies that companies are employing to improve their customer-facing interactions, as well as to enhance their internal processes. Biometrics refers to body measurements and calculations for the purpose of authentication, identification and access control.

Technology 122

Technology Customer Service Contact Center Call Center 122

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare Call Center 10

NICE inContact

NOVEMBER 28, 2018

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence.

Contact Center 48

Contact Center Average Handle Time Document Customer Satisfaction 48

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

Contact Center 84

Contact Center Average Handle Time Metrics Call Center 84

CSM Magazine

DECEMBER 9, 2024

Instead of focusing on feature lists and technical specifications, discussions will centre on achieving measurable operational improvements that ensure cloud CX investments deliver 3-4x returns typically within the first 18 months. Key topics will include: Strategies for reducing annual operational costs by up to 4.2

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

Playvox

APRIL 5, 2022

Related Article: What is Workforce Engagement Management (And Why It Matters). High scores on key metrics are the first measures of a high performance contact center. These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). ENJOYING THIS ARTICLE?

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

CSM Magazine

DECEMBER 8, 2022

In this article, we will discuss CX strategy- what it is, why you need one and how to build one for your brand. You can take actionable steps toward your goals by outlining what you want to achieve as goals help measure, analyze, and optimize your success rate and return on investment (ROI). Measure your CX metrics. Bottom line.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

Playvox

JUNE 21, 2022

ENJOYING THIS ARTICLE? Things you may consider include: Agent available hours of working Time spent on each type of interaction – text, email, etc. Monitoring concurrency is key in a digital first world and being able to measure a new metric known as AFAHT (average first average handle time) comes into play.

Contact Center 74

Contact Center Average Handle Time Competitive Advantage Management 74

TechSee

FEBRUARY 3, 2020

When it takes longer to find the right resolutions, a higher Average Handling Time (AHT) will follow. The provider takes each article and extract the visual symptoms of every device and issue described, both from customers and from field technicians. The Benefits.

Contact Center 109

Contact Center Customer Service Document Average Handle Time 109