2021 Average Handle Time System Wait Times 
Uniphore
NOVEMBER 16, 2021
Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.
Uniphore
DECEMBER 17, 2021
Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Lack of scalability Call volumes skyrocketed during the pandemic at the same time contact center employees had to shift to work-from-home models. Consumers faced long wait times to reach an agent.
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Horizon CX
MARCH 19, 2022
A recent article from TechTarget states; “Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. Specific applications of AI include expert systems, natural language processing, speech recognition, and machine vision.” Your approximate wait time is 16 minutes.”
Playvox
OCTOBER 19, 2021
in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Worsening the cycle, burnout leads to attrition at a time when contact centers can’t afford to lose agents. Reduce handle times through automation and integrations.
Inbenta
DECEMBER 14, 2021
They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). Speed up average handling times (AHT) and increase first-contact resolution.
NobelBiz
FEBRUARY 22, 2023
The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?
NobelBiz
FEBRUARY 15, 2023
The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?
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