ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

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Average Handle Time Call Center Metrics Multi-Channel 52

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. into a single interface.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

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

InMoment XI

DECEMBER 13, 2024

On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls. It monitors metrics like average talk time, call availability, and cost per call.

Call Center 195

Call Center Contact Center Social Media Metrics 195

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Enhanced Customer Experience: It leads to improved customer satisfaction, as customers can communicate in their preferred language, feeling understood and valued.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

APRIL 9, 2025

Poor communication, staff changes, and resource constraints contribute to unpredictable revenue growth. Poor communication impacts the quality of data businesses feed into their forecasting models. Enhanced Agent Feedback and Training via Communication Patterns The analysis of agent-customer interactions is valuable for both actors.

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Sales Competitive Advantage Omnichannel Social Media 195

InMoment XI

JANUARY 10, 2024

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. While a multichannel contact center provides various communication options, an omnichannel contact center is better positioned to meet the heightened expectations of today’s customers.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

NPS is quite popular with executives because it’s easy to understand and communicate. 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?]

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Metrics Net Promoter Score NPS Effort Score 270

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. This data can then be used to provide personalized feedback and coaching to employees based on their communication patterns and skill gaps.

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

TechSee

OCTOBER 31, 2018

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). 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.

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2019 Telecommunications Average Handle Time Call Center 100

Kustomer

AUGUST 24, 2022

During the early days of the pandemic, the digitization of customer interactions accelerated by three to four years, with three times as many companies saying 80% of their customer interactions were now digital in nature. The way we communicate with brands is changing, and businesses must prepare now for the future.

Communication 78

Communication Average Handle Time 2025 Consumers 78

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

Kustomer

SEPTEMBER 19, 2022

An effective customer service chatbot can communicate with customers and answer important questions, streamlining the customer support process. For example, will the average handle time increase now that agents are only handling more complex inquiries? Conversational automation is crucial to great customer support.

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Customer Service Average Handle Time Customer Satisfaction Customer Centricity 91

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

CSM Magazine

DECEMBER 9, 2024

While these systems have historically provided robust voice communications, they’re increasingly becoming barriers to innovation in an age where customer expectations are evolving at breakneck speed. Key topics will include: Strategies for reducing annual operational costs by up to 4.2

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Webinar Average Handle Time Customer Satisfaction Roadmap 52

SaleMove

FEBRUARY 16, 2021

Through the partnership, Glia’s modern customer communications and collaboration platform will add seamless digital capabilities to traditional telephony-based call centers for business clients. Together, we look forward to helping accelerate the adoption of Digital Customer Service around the world.

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Customer Service Average Handle Time Call Center Consulting 95

TechSee

JUNE 17, 2024

Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster. Text is a terrible, if convenient, means of communication. Vocal communications are slightly more personable. Can You Hear a Smile?

Customer Service 124

Customer Service Average Handle Time Healthcare Customers 124

Thematic

DECEMBER 15, 2024

Customers communicate differently over the phone, in person, or via email. Chat Transcripts Many customers prefer digital communications over phone calls. And they also make it easier to communicate that information with key stakeholders. The type of data you use for sentiment analysis will dictate the insights you get.

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Contact Center Net Promoter Score Social Media Average Handle Time 62

TechSee

JANUARY 24, 2023

The ideal time to launch a visual session is when the customer first describes their challenge and any gap in understanding is encountered by the agent. Images can help the agent better understand the issue without requiring the customer to communicate what they are experiencing verbally.

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Engagement Average Handle Time Call Center Connections 109

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Improve AHT with knowledge bases.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

ShepHyken

JULY 11, 2022

Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time).

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Article 2022 Customer Service Magazine 25

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

BlueOcean

OCTOBER 6, 2020

Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential. Is communication still going strong and do you feel comfortable in those interactions? Are your values still shared and mutually respected? Did your customers?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

TechSee

MARCH 5, 2020

Call centers using Visual Assistance have seen double-digit improvements in First Contact Resolution (FCR) rates, Average Handle Time (AHT), agent engagement and satisfaction (ESAT), as well as customer satisfaction metrics such as NPS, CES and CSAT. Sharing the Knowledge. Co-operation is king. Engagement is everything.

Call Center 145

Call Center Contact Center Average Handle Time Customer Satisfaction 145

CSM Magazine

FEBRUARY 21, 2024

This digital transformation project has enhanced VoiceAbility’s communication capabilities, improving efficiency and empowering the charity to better serve its clients. With niche expertise across customer engagement technologies, we understand the unique requirements of non-profits managing sensitive communications.

Communication 52

Communication Average Handle Time Connections Technology 52

Upstream Works

NOVEMBER 19, 2020

Connectivity and communications will no longer be centralized in the same way. Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications. To operationalize this model, IT will need to consider how best to support agents working from home.

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2021 Average Handle Time Contact Center E Commerce 78

TechSee

DECEMBER 28, 2020

They must be able to empathize and build a rapport, problem solve, communicate effectively, and be trained in appropriate technical knowledge and expertise to fulfill their customer support roles and responsibilities. Focus on reducing customer effort.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Comm100

NOVEMBER 2, 2022

When tracked over time, this metric also allows organizations to understand how AI chatbots are developing. Average Handle Time (AHT). Average Handle Time is a measure of the duration chatbots spend in each interaction. Is your chatbot able to handle 80% of your customer inquiries?

Metrics 98

Metrics Average Handle Time Measurement Interaction 98

TechSee

FEBRUARY 23, 2023

Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first contact resolution (FCR) while adjusting to their new duties.

Contact Center 124

Contact Center Average Handle Time Technology Reference 124

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Calabrio

MARCH 11, 2025

Establish clear QA standardsand communicate them effectively A robust QA program hinges on well-defined standards that reflect your brands mission and its customer experience vision. Beyond the technical aspects of communicating standards, it’s crucial to cultivate agent buy-in.

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

ShepHyken

APRIL 2, 2021

When communicating with angry customers , don’t let this misconception cloud how you approach the situation. The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT). Customers want to be heard by your business and know that you take their frustrations seriously.

Customer Service 120

Customer Service E Commerce E-support Average Handle Time 120

TechSee

DECEMBER 16, 2020

Deploying the Visual Remote Assistant has enabled Acuity to provide remote support, cut down on the back and forth with customers, improve communication and collaboration between team members working from home, and reduce friction across the customer experience chain.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Calabrio

MARCH 5, 2025

Identify Agent Knowledge Gaps: Consistent and comprehensive call quality monitoring also helps pinpoint areas where agents may lack product knowledge, communication skills, or adherence to processes. This leads to a more predictableand satisfyingcustomer experience.

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2025 Contact Center Call Center Average Handle Time 52

Magellan Solutions

MAY 21, 2023

Importance Of Bilingual Answering Services For Businesses Bilingual answering services provide several business benefits, such as the following: Increased Customer Satisfaction Bilingual customer service enables your businesses to cater to a wider customer range who prefer to communicate in their native language.

Call Center 98

Call Center Average Handle Time Customer Satisfaction Competitive Advantage 98

Bold360

OCTOBER 2, 2020

Intelligent routing happens through an intelligent routing device or platform, technology that uses data and AI to automatically send inbound customer communications to the best resource for resolution. Pre-set routing rules determine how incoming communications are directed to specific areas, agents, or departments.

Contact Center 98

Contact Center Average Handle Time Hotels Customer Journey 98