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. I tell people that handling those customers is about having empathy. Finding the right balance is key. Put yourself in their shoes.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

LiveChat

APRIL 25, 2016

On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’. Definition wise, it is just the total time invested divided by the total number of calls. Call centers face such scenarios on a daily basis.

Average Handle Time 46

Average Handle Time Call Center Definition Technology 46

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. This makes it crucial for companies to connect experience data from various sources.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. Two words: visual assistance. Visual Assistance in Customer Service. field services. self-service.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

InMoment XI

MARCH 22, 2025

It leverages artificial intelligence (AI) to analyze customer conversations, giving you real-time insights into customer sentiment and satisfaction with your brand. Spotting pain points helps you connect, solve problems, and earn trust. Great businesses arent built on sales alonetheyre built on relationships.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

FEBRUARY 6, 2024

higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits? Average purchase value: What is the average dollar amount spent by customers?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

BlueOcean

AUGUST 19, 2024

For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

InMoment XI

APRIL 9, 2025

Comprehensive Data Analysis Across Channels CI collects and connects customer experience data from every relevant source to build a comprehensive dataset for analysis. However, connecting the review to the same users call transcript and survey responses uncovers a clearer picture of their unique experience.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

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. Connecting across all levels of both organizations. How do you outsource that connection?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

TechSee

JANUARY 24, 2023

Sending an SMS link to connect the staff person and the customer through video. For the connection that is made from the customer’s phone to the service staff member’s console, it is best to lead the customer and keep a step ahead of them in the directions that they are given. email) should SMS not work.

Engagement 109

Engagement Average Handle Time Call Center Connections 109

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

TechSee

OCTOBER 31, 2018

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. With Gartner forecasting that 20.4 Robotic process automation (RPA).

2019 100

2019 Telecommunications Average Handle Time Call Center 100

Innovative CX

AUGUST 10, 2021

While average handle time was a frequently used performance indicator for agents, it can be better used as a health metric. Longer handle times perhaps indicate an agent needs more training, shorter ones may indicate an agent’s accuracy level (a performance measurement) is at risk.

Connections 59

Connections Average Handle Time Customer Experience Contact Center 59

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

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. Today’s contact centers face a daunting challenge. However, most of these innovations revolve around language. Object Recognition.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

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. Connecting across all levels of both organizations. How do you outsource that connection?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Thematic

DECEMBER 15, 2024

Integrating with Existing Systems Once you’ve got the right tool in your arsenal it’s time to connect it with your existing platforms. This will make it a lot simpler to get connected. Call to Action Banner See Thematic in Action Experience the power of AI Try Thematic 3.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

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

Upstream Works

NOVEMBER 19, 2020

Connectivity and communications will no longer be centralized in the same way. This is where the use of video and team messaging platforms can really help keep agents connected and feeling part of team. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

TechSee

DECEMBER 28, 2020

With all data pointing to the clear connection between customer experience and customer loyalty, more and more customer service organizations have begun investing in enhancing the role of the frontline customer service agents. The drivers for changing roles in contact centers. Focus on agent engagement. Shift to Collaborative KPIs.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

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

BlueOcean

MARCH 13, 2023

AI’s potential to improve automated handling of these transactional interactions with better intuition and nuance could change everything. It would mean contact center employees will be deployed only in situations where their human-ness, their skills in decision-making and building true connection, are required and valued.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Joe Rawlinson

JANUARY 6, 2016

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. Memories versus Experiences.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104

TechSee

JUNE 17, 2024

Visuals dial this inter-personal connectivity up to 100. And when paired with Generative AI , visual AI can accelerate training processes, average handle time, and reduce cost, while dramatically improving overall performance. Have you ever sent or received an email, DM or SMS and misread the tone or emotional intent?

Customer Service 124

Customer Service Average Handle Time Healthcare Customers 124

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

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

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). Hannah McCabe is the Director of Demand at Stella Connect by Medallia.

Customer Service 118

Customer Service E Commerce E-support Average Handle Time 118

TechSee

MARCH 5, 2020

Reducing shrinkage is an obvious way to free up more time for agents to handle calls but should be managed prudently as most of these activities are vital to a company’s long-term success. The Visual Solution. This technology is positively impacting efficiency KPIs as well as customer and employee satisfaction rates.

Call Center 145

Call Center Contact Center Average Handle Time Customer Satisfaction 145

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is a powerful tool that enables businesses to connect with their customers on a deeper level. What Are Important Metrics to Consider in Customer Experience Analytics? By leveraging data and insights, companies can drive improvements in customer satisfaction, loyalty, and overall success.

Insights 243

Insights E Commerce Customer Experience E-support 243

ShepHyken

SEPTEMBER 22, 2020

They discuss how to improve customer service in a rapidly changing digital world by focusing on human connection, diversity and inclusion. Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line.

Call Center 15

Call Center Omnichannel Average Handle Time Metrics 15

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Benefits to agent productivity.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

TechSee

DECEMBER 16, 2020

The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration. An industry-first, Visual Remote Assistant is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Magellan Solutions

MARCH 22, 2023

5) AVERAGE HANDLE TIME Average handle time (or average hold time) measures the average amount of time between when an agent picks up the phone and when the call is disconnected. This can help in reducing call wait times and determine which agents are efficient.

Call Center 98

Call Center Average Handle Time Metrics Customer Satisfaction 98

Magellan Solutions

MARCH 22, 2023

5) AVERAGE HANDLE TIME Average handle time (or average hold time) measures the average amount of time between when an agent picks up the phone and when the call is disconnected. This can help in reducing call wait times and determine which agents are efficient.

Call Center 98

Call Center Average Handle Time Metrics Customer Satisfaction 98

Oracle

OCTOBER 19, 2020

The Nexus Award for Best CX Ecosystem honors an organization that architects a connected CX ecosystem with a CRM, third-party cloud apps, or API integration. What’s clear from this year’s entrants is this: Connected customer experiences are at the heart of these digital transformations. Paid search revenue of $4.4

Connections 47

Connections Average Handle Time Omnichannel Telecommunications 47