InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Social Media Apparel 195

TechSee

JANUARY 19, 2025

Improved First Contact Resolution (FCR): When customers get the right help the first time, they’re happier, and your team is more efficient. Reduced Average Handling Time (AHT): Faster problem resolution means customers don’t have to wait, and agents can focus on complex issues.

Net Promoter Score 109

Net Promoter Score Average Handle Time NPS Demo 109

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

JANUARY 27, 2025

Here’s how: Increased First Contact Resolution (FCR): AI can analyze patterns and provide the right solutions the first time. Lower Average Handling Time (AHT): Faster resolutions mean shorter customer service interactions.

Interaction 124

Interaction Average Handle Time Multi-Channel Customer Satisfaction 124

TechSee

NOVEMBER 27, 2024

40% reduction in average handle time (AHT). Real-World Results An electronics manufacturer has seen wildly successful results from using TechSee to enhance their CX operations: 30% increase in first-call resolution (FCR) rates. 25% reduction in product return rates. 18% improvement in customer satisfaction (CSAT).

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

TechSee

AUGUST 10, 2023

TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance. home builders, and 5 of the top 10 global smart home automation companies.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

Northridge Group

MARCH 4, 2025

The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score). They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

Myra Golden

FEBRUARY 10, 2023

Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request.

Average Handle Time 52

Average Handle Time Contact Center Customer Experience Design Customers 52

Northridge Group

MARCH 11, 2025

Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (..)

Healthcare 52

Healthcare ROI Net Promoter Score Average Handle Time 52

BlueOcean

JUNE 26, 2018

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. What does a “rooms per shift ratio” have to do with contact center operations, you might ask? Finding the right balance is key.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

InMoment XI

OCTOBER 30, 2024

Average Time to Bind: Tracks the time needed to finalize a policy after a customer accepts the quote. Shorter times indicate that you are properly utilizing digital solutions like automation to streamline your workflows.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

TechSee

NOVEMBER 10, 2020

And when less time is spent on a call because the agent can provide the customer with visual guidance, average handling time is lowered and agent utilization improves as agents can deal with more calls per shift. When agents can verify with their own eyes that the issue has effectively been resolved, FCR improves.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

InMoment XI

MARCH 22, 2025

Using our AI-powered technology, contact centers can reduce average handle time (AHT) by 33% by eliminating time-consuming administrative tasks that human agents would typically do. InMoments Smart Summaries solution, for example, analyzes conversations and provides data-driven, objective insights into account health.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. AI-Powered Summarization : Leverage generative AI to reduce average handle time (AHT) by 33% through concise call summaries.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

BlueOcean

AUGUST 13, 2024

We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? What is the Average Handle Time? Equally important is understanding call drivers and how metrics like Average Handle Time (AHT) stack over time. Is the Service Level Agreement being met?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

Experience Investigators by 360Connext

FEBRUARY 6, 2024

When assessing how to improve those scores, teams will often investigate several KPIs and operational metrics like the following: Average handling time: How long does it take for customer service agents to resolve customer issues?] Average purchase value: What is the average dollar amount spent by customers?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

ShepHyken

AUGUST 25, 2021

There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more. I’d like to add one more to the many metrics, which is how many times you make the customer tell the story. As Jason pointed out, that’s not always the case.

Average Handle Time 158

Average Handle Time Social Media Customer Service Training Customer Service 158

BlueOcean

AUGUST 19, 2024

One key to succeeding in customer support is keeping accurate, relevant and meaningful metrics such as Average Handle Time (AHT), Speed to Answer, First Contact Resolution (FCR), Agent Attrition, Process Adherence, and Productivity, just to name a few. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

One key to succeeding in customer support is keeping accurate, relevant and meaningful metrics such as Average Handle Time (AHT), Speed to Answer, First Contact Resolution (FCR), Agent Attrition, Process Adherence, and Productivity, just to name a few. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

BlueOcean

JULY 9, 2024

We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times. Brand loyalty depends heavily upon customer experience, regardless of the impact of the pandemic.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

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. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.

Call Center 195

Call Center Contact Center Social Media Metrics 195

BlueOcean

DECEMBER 18, 2023

Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time. Additionally, as mentioned above, these sophisticated platforms can provide agents with real-time cues based on emotion analysis or other specific support needs.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Measurement Contact Center Metrics 52

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

Contact Center 95

Contact Center Average Handle Time Net Promoter Score Travel 95

BlueOcean

NOVEMBER 13, 2019

In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores. In content and ad review, there is also an average handle time – how quickly can an agent evaluate and approve or deny a piece of content in accordance with brand guidelines?

Contact Center 120

Contact Center Average Handle Time Customer Care Advertising 120

Talkdesk

NOVEMBER 19, 2020

Automated data storage systems can bring up both real-time and historical data, so the agent has all relevant information on hand and can focus on providing a superior customer experience. The post Embrace the digital era by automating key business processes in the contact center appeared first on Talkdesk.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

TechSee

JANUARY 24, 2023

The earlier that your call center staff can see the problem, the faster they can resolve it.

Engagement 109

Engagement Average Handle Time Call Center Connections 109

Kustomer

SEPTEMBER 19, 2022

Containment rate, or its alternative name, “deflection rate,” is the percentage of total conversations fully handled by a chatbot, and is a key metric to track when trying to figure out how well your chatbot is performing. For example, will the average handle time increase now that agents are only handling more complex inquiries?

Customer Service 91

Customer Service Average Handle Time Customer Satisfaction Customer Centricity 91

TechSee

OCTOBER 31, 2018

Integrating visual support within IVR further delivers an efficient usage of time – reducing average handling times (AHT) and customer hold times, and ultimately driving a better CX. Robotic process automation (RPA).

2019 100

2019 Telecommunications Average Handle Time Call Center 100

InMoment XI

JULY 25, 2024

Agent & Manager Dashboards Employee dashboards will help improve the contact center experience by providing real-time visibility into key performance metrics and operational data. This transparency empowers agents to monitor their performance, identify areas for improvement, and stay motivated to meet targets.

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

CSM Magazine

DECEMBER 9, 2024

This approach has already helped organisations achieve significant improvements in key metrics such as first-contact resolution rates, average handling times, and customer satisfaction scores. 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

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

TechSee

SEPTEMBER 26, 2024

For example, while Agentic AI could technically handle customer churn issues, many brands will look to maintain a high level of human connection when handling these high-value interactions. This shift towards focussing on deeply human, high-touch interactions can improve employee motivation.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

Kustomer

FEBRUARY 17, 2021

Average Handle Time (AHT) is the average duration of the customer conversation, from the time the conversation is initiated to the time it concludes, including all hold times and transfers, as well as after-conversation work.

Average Handle Time 66

Average Handle Time 2020 Demo Measurement 66

ViiBE Blog

APRIL 28, 2021

Here are the five KPIs that we will focus on: Average Handle Time. Average Handle Time (AHT) measures how long an agent spends on a call, including speaking with the customer, hold time, and call work time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center 98

Call Center Average Handle Time Net Promoter Score Metrics 98