BlueOcean

JULY 9, 2024

Big brands—ones with significant human and financial resources—remain ahead of the game. 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.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

InMoment XI

APRIL 9, 2025

The ability to forecast revenue streams allows businesses to maintain financial stability. Accurate sales forecasts signal strong financial health, which helps secure investor interest and funding. Managers can respond with effective scripts and training to improve call center metrics like first call resolution and average handle time.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. 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.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

InMoment XI

JANUARY 10, 2024

Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines. Financial Services A customer, Sarah, encounters an issue with a recent credit card transaction.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

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

Thematic

DECEMBER 15, 2024

They handle millions of conversations on a daily basis. And they have a huge impact on customer satisfaction, brand loyalty, and the financial success of an organization. For example, you might link customer sentiment to financial data to explore which issues typically make customers leave your business.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

CSM Magazine

JULY 16, 2020

Many financial organisations will have initially employed people for traditional contact centre roles, but as the market has changed and we’ve evolved to an omni-channel digital model, we must remember to adapt recruitment processes.

Financial 59

Financial Customer Experience Average Handle Time Insurance 59

InMoment XI

NOVEMBER 15, 2023

The ROI of customer experience analytics extends beyond immediate financial gains, it encompasses operations, customer support, and trickles all the way down to your frontline employees. What Are Important Metrics to Consider in Customer Experience Analytics? Most organizations struggle proving ROI with their CX programs.

Insights 243

Insights E Commerce Customer Experience E-support 243

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

TechSee

DECEMBER 2, 2020

Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR). Myth #3 : Remote visual assistance is a luxury that shouldn’t be considered during a financial crisis.

Net Promoter Score 109

Net Promoter Score Average Handle Time Contact Center Technology 109

CSM Magazine

JULY 16, 2020

Many financial organisations will have initially employed people for traditional contact centre roles, but as the market has changed and we’ve evolved to an omni-channel digital model, we must remember to adapt recruitment processes.

Financial 52

Financial Customer Experience Average Handle Time Insurance 52

Magellan Solutions

MARCH 22, 2023

To build a financial case for excellent customer service, executives need strategic measurements and KPIs to monitor. 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.

Call Center 98

Call Center Average Handle Time Metrics Customer Satisfaction 98

Magellan Solutions

MARCH 22, 2023

To build a financial case for excellent customer service, executives need strategic measurements and KPIs to monitor. 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.

Call Center 98

Call Center Average Handle Time Metrics Customer Satisfaction 98

ShepHyken

SEPTEMBER 22, 2020

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. Work from a place of wanting to solve the customer’s problem instead of meeting a financial metric.

Call Center 15

Call Center Omnichannel Average Handle Time Metrics 15

TechSee

OCTOBER 19, 2021

The objective is to impose a financial penalty on consumers who intentionally plan to return a product after purchasing it. In addition, visual guidance solutions can be used to improve KPIs related to other reverse logistics activities such as: Average Handling Time. Truck Roll Rates, and. First Contact Resolution.

E Commerce 124

E Commerce White Paper E-support Retail 124

Calabrio

MARCH 5, 2025

GreenPath Financial Wellness had the same issue. By identifying problems like inefficient call routing and technology limitations, shrunk wait times and average handle times while driving a $2.7M increase in annual top-line revenue.

2025 52

2025 Customer Experience Contact Center Net Promoter Score 52

RapportBoost

OCTOBER 20, 2018

uses artificial intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and other critical contact center metrics. RapportBoost.AI

Contact Center 70

Contact Center Webinar Presentation Sales 70

TechSee

AUGUST 14, 2018

Agents performance is closely monitored, and their actions have business and financial implications, such as dropping a sale, dispatching a technician unnecessarily, losing a customer, or worse, setting off a social media backlash over a bad experience. Current state of DSS in contact centers. Call centers are highly stressed environments.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

TechSee

SEPTEMBER 18, 2019

Contact center agents are usually hyper-aware of their KPIs, which can form the basis of their financial incentives and the likelihood of them staying in their jobs. 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

TechSee

JULY 10, 2024

Agent copilots helped reduce the need for manual service summaries and improved average handling times (AHT) and even first-call resolution rates. AI Agents deliver measurable outcomes: more efficient resource utilization, financial savings, and better customer experiences.

Average Handle Time 124

Average Handle Time Contact Center Automotive Culture 124

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

eGain Blogs

APRIL 15, 2025

Introduction: The Dawn of a New System of Record Enterprise architecture has historically centered around critical systems of recordERP for financial data, CRM for customer relationships, HCM for employee information. ERP systems emerged to track financial transactions, inventory movements, and manufacturing operations.

Government 40

Government Competitive Advantage Document Multi-Channel 40

Playvox

JANUARY 24, 2022

But it’s even more important to do so when the interaction has the potential for heightened emotions, such as receiving financial advice or making an insurance claim. This requires going beyond traditional contact center metrics such as service level, average time to answer, and average handle time.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. Average Handle Time. And in financial services, we know that loyal customers will bring increased wallet share.

Customer Service Strategies 52

Customer Service Strategies Customer Service Financial Banking 52

Playvox

DECEMBER 13, 2022

The High Financial Cost of Interaction Avoidance. According to CXToday , the average cost per call is $2.70 – $5.60. According to CXToday , the average cost per call is $2.70 – $5.60. To keep things simple, we’ll use the average cost of $4.15 Refer to the chart below to see the financial impact in just one week.

Interaction 84

Interaction Contact Center Average Handle Time Article 84

Oracle

NOVEMBER 23, 2020

One finalist, a well-known financial services company, understands that customer service is a top differentiator in this changing, complex, and highly-regulated industry. For associates, this reduced time to proficiency, reduced average handling time, and increased confidence.

Innovation 75

Innovation Customer Service Banking Contact Center 75

Oracle

MAY 26, 2020

retail partners, local branches), variety of window and door applications including their custom built solutions, different locations, and their desired integrations with their financial systems. Now they’re resolving issues in the first call 75% of the time, which gave a 21% boost to their CES score.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

RapportBoost

OCTOBER 7, 2018

Agent performance is the largest driver of financial performance for contact centers, and training agents in new channels like live chat can be challenging,” states Medrano. “We Enable coaching agents by your managers to be more objective, scalable and fun. RapportBoost.AI

Contact Center 63

Contact Center Multi-Channel Average Handle Time Hotels 63

8x8

OCTOBER 31, 2018

A Director of Business Technology from Voya Financial advised, “Be strategic about it. With agents now getting more complex inquiries, average handle time rose and satisfaction among customers who interacted with the contact center went down. When does it make sense to offer a chatbot? What are volume drivers?”

Contact Center 78

Contact Center Average Handle Time Events Advertising 78

COPC

OCTOBER 24, 2023

For instance, if you talked to a recruiter or financial advisor and said your goal is to earn more money, they should not simply look over your resume or your assets and liabilities and tell you, “Great! To do that, you need to start incrementally earning more money, and over time, you will get to the total you want.”

Customer Satisfaction 91

Customer Satisfaction Metrics Average Handle Time Contact Center 91

Uniphore

JANUARY 24, 2022

And the results speak for themselves: Agent onboarding cut from 6 weeks to 6 days (an 80% reduction) for a global financial BPO. Average handle time cut by 2 minutes for a healthcare service leader. A 50% decrease in after call work effort for a major European telecommunications provider. The list goes on…. Learn More.

Call Center 52

Call Center Average Handle Time Telecommunications 2020 52

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Technology adoption is certainly high, but these figures show that customers still need human assistance and empathy when facing questions or issues around personal and confidential financial matters. And shift we did.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

TechSee

JUNE 25, 2019

Agents representing financial institutions or insurance companies can use biometrics to quickly authenticate customers while minimizing the risk of fraud. Companies can use biometrics to verify warranties, ensuring that customers receive service for their devices without requiring them to save receipts or warranty documentation.

Technology 122

Technology Customer Service Contact Center Call Center 122

Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

Avaya

JUNE 1, 2018

If you were managing a large team of contact centre agents, how long would it take you to cut a few seconds from the average handle time or average time customers wait in your IVR queue? For the winning Australian team, that half a second represented nearly two years of training. But should you start from there?

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56