BlueOcean

OCTOBER 6, 2020

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Here are a few questions to think about.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Brad Cleveland Blog

MARCH 5, 2020

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

Average Handle Time 29

Average Handle Time Customer Service Call Center Contact Center 29

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. Skill set investment has critical operational implications.

Contact Center 124

Contact Center Average Handle Time Technology Reference 124

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Human Resources Participation. Customer experience'

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. What Are Important Metrics to Consider in Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

BlueOcean

SEPTEMBER 10, 2024

Standard call measures like average handling time, first call resolution, and conversion rate are important, but these numbers are likely to be similar across vendors. Team Commitment What percentage of the project manager(s)’s time will be dedicated to our project?

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

BlueOcean

SEPTEMBER 10, 2024

Standard call measures like average handling time, first call resolution, and conversion rate are important, but these numbers are likely to be similar across vendors. Team Commitment What percentage of the project manager(s)’s time will be dedicated to our project?

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Thought Leadership Blogs and Label. This is why we launched our unique human-focused thought leadership content to cut through the clutter of vague social tips and misguided strategies. Agent Handle Time.

Leadership 52

Leadership Net Promoter Score NPS Definition 52

TechSee

OCTOBER 10, 2019

Network judgment climates emerge when contact center leadership fosters a culture of collaboration, allowing agents to make decisions based on group discussion and guidance. For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration. Group effort.

Contact Center 117

Contact Center Culture Wireless Average Handle Time 117

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. When call centers capture and share customer data across their organization in real time, they can leverage this data for the greater good of the company, which can help drive higher profits.

2009 78

2009 Average Handle Time Roadmap Call Center 78

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. Transitioning from the contact center to CX leadership. We want to have them work on harder problems and spending more time talking to customers, not reducing average handle time.” It’s not about you…and other wisdom on CX leadership.

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. When call centers capture and share customer data across their organization in real time, they can leverage this data for the greater good of the company, which can help drive higher profits.

2009 78

2009 Average Handle Time Roadmap Call Center 78

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

Playvox

JANUARY 24, 2022

This requires going beyond traditional contact center metrics such as service level, average time to answer, and average handle time. Request a demo to learn how Playvox can help you measure customer experience and drive continuous improvement CX leadership. Take the first step.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

CSM Magazine

APRIL 12, 2018

In most call centers, average handle time is one of the leading metrics used to manage a rep’s performance. Employees need to know that we leaders have their backs. Creating the Right Behaviors by Using the Right Metrics. There’s an old adage: What gets measured gets managed.

Leadership 40

Leadership Average Handle Time Airlines Workshop 40

CSM Magazine

SEPTEMBER 8, 2023

This is particularly worrying, considering agent KPIs are forensically measured and metrics such as Customer Satisfaction and Average Handling Time are easily affected by loud noises — whether these come from the customer’s or the agent’s side.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Natalie Petouhof

FEBRUARY 17, 2016

Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Savings can be found from increasing FCR and self-service as well as decreasing average handle time. Some of the implications of poorly implemented customer care are:  .

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

Kayako

MARCH 29, 2019

You can gauge first response times, average handle times, customer feedback scores… the sky’s the limit. The best way to combat KPI creep is to infuse an emphasis on customer happiness throughout your team, its leadership, and the company as a whole. But what do all those numbers actually mean?

Customer Service 77

Customer Service Average Handle Time Metrics Customers 77

West Monroe

JUNE 22, 2022

Alignment among executive leadership is one of the most critical components for successful service transformation. Based on these questions, your leadership team should have clear marching orders, be aligned on goals, and make decisions for investment. Average Handle Time. KPIs are the heartbeat of service.

Customer Service Strategies 52

Customer Service Strategies Customer Service Financial Banking 52

COPC

APRIL 19, 2023

Organizations frequently have a gap between leadership and employee perception of alignment with their statement of direction. With a well-designed scorecard, leadership and staff will manage the appropriate metrics and be confident in the accuracy of the data. Supporting that statement with a scorecard helps align these views.

Metrics 70

Metrics Average Handle Time Definition Measurement 70

Martin Hill-Wilson

JUNE 12, 2015

It’s a fundamentally different leadership challenge. This is no longer the world of cost optimisation by squeezing average handle time and sourcing cheaper labour. However getting ‘smarter’ requires reflection time outside the busyness of everyday customer service leadership. I could continue.

Multi-Channel 53

Multi-Channel Leadership Average Handle Time Customer Journey 53

eGain Blogs

APRIL 15, 2025

Leading organizations are already establishing knowledge as a core enterprise capability with dedicated leadership, clear governance frameworks, and strategic technology investments. Just as data became the strategic differentiator in the previous decade, trusted knowledge is emerging as the critical asset in the GenAI era.

Government 40

Government Competitive Advantage Document Multi-Channel 40

Magellan Solutions

APRIL 3, 2024

This is Magellan Solutions’ CEO, Fred Chua, leadership philosophy. As Fred Chua, our CEO, puts it, “We obsess over key metrics like first-call resolution rates and average handle times. Resolve issues lightning-fast and get it right the first time around. Our mission?

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

RapportBoost

JANUARY 7, 2019

We are proud of the leadership Dani brings to the team and the industry,” adds Dr. Michael Housman, Chief Data Science Officer and Co-Founder of RapportBoost.AI. Conversational selling and augmented intelligence are about helping people succeed, and Dani’s loves to help her customers, partners, and the contact center community succeed.”.

Average Handle Time 40

Average Handle Time Contact Center Social Media 2019 40

NICE inContact

MARCH 13, 2019

So, like my dog, your leadership team and your front-line employees will both need to wait for that performance insight! When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. Automate your analysis process.

Management 54

Management Average Handle Time Contact Center Leadership 54

Oracle

OCTOBER 6, 2019

Are they just logging on for that first 10 minute, high-level thought leadership part, or are they staying with us through the Q&A? KPIs are one thing and we do look at quality scores, we look at average handle time, and all of the traditional ones. We look really closely at that. How long are they staying with us?

Net Promoter Score 54

Net Promoter Score Measurement Effort Score 2019 54

Natalie Petouhof

AUGUST 15, 2022

They must coach employees toward those values and develop a leadership purpose that combines the company goals with employee well-being and performance to drive empowerment; to inspire an empowered culture in which people feel confident that they have the freedom to act upon their instincts requires trust and autonomy.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Calabrio

MARCH 22, 2025

Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action. And if you can measure it, you can improve it. AHT is a key indicator of operational efficiency within the contact center.

Contact Center 52

Contact Center Management Call Center Measurement 52

Playvox

MARCH 27, 2023

Use analytics to improve contact center performance by tracking key performance indicators (KPIs), such as Average Handle Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT).

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

CSM Magazine

JUNE 12, 2017

Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time (AHT). AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Call Center 45

Call Center Customer Experience Average Handle Time Telecommunications 45

Magellan Solutions

AUGUST 1, 2021

Leadership. Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Average Handle Time. Average Time in Queue. Problem solving. Initiative. Thoughtful Analysis. Professionalism.

Net Promoter Score 52

Net Promoter Score Call Center NPS Average Handle Time 52

Natalie Petouhof

SEPTEMBER 12, 2018

This reduces agent’s average handle time because all the agent has all the customer interaction history. And when a customer wants to talk to an agent, the hand-off is easy. The interaction with the bot is transferred into the agent console so the customers don’t have to repeat what they did with the bot.

Contact Center 49

Contact Center Average Handle Time Omnichannel Technology 49

Bold360

APRIL 28, 2021

The bank’s average handling time for customer interactions has dropped to a five-year low and they continue to see a drop in the number of live chats per day, as the chatbot absorbs more traffic volume. In fact, having lingered at 67% prior to the solution, the bank’s CSAT hasn’t fallen below 80% since the chatbot.

Customer Satisfaction 52

Customer Satisfaction Banking Average Handle Time 2020 52

Comm100

OCTOBER 30, 2017

Ensure that your employees get regular feedback on their performance and similarly ensure that leadership teams understand the value your group provides. This ties back to your goals and targets and ensuring that your leadership team understand the difference and value your staff provide to your organization and your customers.

Contact Center 66

Contact Center Management Call Center Download 66

CSM Magazine

APRIL 5, 2018

This will not only digitize and bring you to the new age, it will really super-charge important metrics like first call resolution and average handle time (which measures the total time to resolution, not just the average time per engagement) which are still weak for ChatBots.

Customer Care 40

Customer Care 2004 2030 Average Handle Time 40

Natalie Petouhof

SEPTEMBER 12, 2018

Reduce Average Handle Time (AHT). List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Increase First Contact Resolution (FCR). Increase agent productivity, morale, retention (reduce attrition costs).

Customer Service 89

Customer Service E Commerce Average Handle Time Contact Center 89

Qualtrics

NOVEMBER 22, 2019

They should be demonstrating to leadership teams how investing in customer service has a direct impact on the bottom line. Most contact centers meanwhile focus only on cost metrics – average handling time, average resolution time, calls per agent… the list goes on!

Contact Center 26

Contact Center Call Center Average Handle Time Metrics 26