ShepHyken

OCTOBER 1, 2023

AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. My Comment: Are you making changes in your contact center (or plan to)?

Article 65

Article Customer Service 2023 2024 65

Bold360

OCTOBER 2, 2020

When customers call your contact center, call routing sends customers to the right department for their inquiry. Intelligent routing thus helps personalize the customer experience and expedite service. By the way, “call routing” can apply to any contact center channel, like live chat, messaging, or email.

Contact Center 98

Contact Center Average Handle Time Hotels Customer Journey 98

CSM Magazine

MAY 17, 2021

And with so much still in flux, that’s not set to change any time soon. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward. To improve customer experience, contact center leaders need to first improve agent experience.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Metrics 59

Qualtrics

APRIL 17, 2021

Happy contact center agents mean happy customers. But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent. Customer experience is more important than ever. And with so much still in flux, that’s not set to change any time soon.

Customer Experience 49

Customer Experience Contact Center Average Handle Time Metrics 49

Natalie Petouhof

AUGUST 15, 2022

This concept was crystallized in my mind in the sixth chapter of the book “Empathy in Action,” authored by Tony Bates, Genesys CEO and chairman, and Dr. Natalie Petouhoff, customer experience business value consulting, sales enablement and thought leader for Genesys. Poor employee experience.

Contact Center 52

Contact Center Omnichannel Books Average Handle Time 52