Team HGS

JUNE 14, 2017

In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. HGS has employed our Smart Channel Selector to significant ROI for our clients. And average handle time (AHT) has been reduced to 477 seconds from 683 seconds.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

eBook 39

eBook Touchpoint Average Handle Time Insurance 39

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

eBook 28

eBook Touchpoint Average Handle Time Insurance 28

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Michel Falcon Experience

MARCH 12, 2019

But then in 2016, I realized “I’m bored.” I’ve trained myself to think long term, because the initiative that we build today maybe it doesn’t pay us an ROI for 12 to 24 months, and I’m okay with that, I’m patient. ” I was lonely, actually.

Culture 12

Culture Employee Engagement Company Engagement 12