How to Improve Your Live Chat Average Handle Time


For live chat, that means responding to customers quickly and streamlining chat handling times. In 2016 Kayako’s support team worked on a six-month project aimed at improving chat availability, average chat handling time (CHT) and first response Time (FRT).

Make Sure Multi-play Doesn’t Multiply Average Handle Time

Customer Interactions

In the dynamic world of communications, service providers, in their continuing quest to expand their customers' wallet share, are launching a growing number of new services at an accelerated pace. Multi-play services have evolved significantly over the last decade, becoming much more sophisticated, expanding to triple-play, quad-play and beyond

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14 Critical Call Center Metrics You Should be Tracking


Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. Average Wait Time : Average wait time tracks how long it takes for customers to connect with an agent who can address their needs.

7 Ways to Reduce Average Handling Time in your Call Center


This is the second time I am calling you people for the same problem. 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’.

Value-Driven Knowledge Management: Introducing a New Model


Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value.

Getting Gamification Right

Customer Interactions

Reliable and relevant metrics connected to the company’s top priorities keep management informed about ROI and performance, whether the goal is to boost first-call resolution (FCR) rates or reduce average handle time (AHT). Gamification is much more than rewards and badges; for any gamification project to succeed, an organization needs to align the goals of players with those of the business itself.

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]


From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration.

The Ultimate Guide to Customer Support Metrics


In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time?

Contact Center Metrics Tracking Toward Customer Centricity

Think Customers

Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. For too many years, contact center measurements have been focused on efficiency instead of customer experience.

ScaryCX – The scariest CX project I ever saw…


There was no time to waste, as whatever the problem was clearly wasn’t going to fix itself. Although we thought we understood what our customers were going through, we took the time to do a deep dive into the data and documented all of the customer touch points.

Holiday 2016: 4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season

Provide Support

According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 In rush hours average handle times often shoot upward, wait times escalate, which leaves many customers frustrated.

Customer Experience Metrics That Keep the Pulse on Friction-Free Support


Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. First response time is often closely tied to customer satisfaction ratings.

Why the phone is still king for customer support


Time to call. I also doubt there would have been time to save me $360. That would take extra time and my car was headed to the mechanic anyway. Second, Melanie was given time. The phone is not dead. Let me tell you why. Actually, allow me to gush.

What’s the State of Work-at-Home in Customer Care in 2017?


Once upon a time, we would place our own computers and routers at our WAH agents’ houses. Could your contact center partner really effectively supervise their contact handling efficiency? First, Who Can Handle Work-at-Home?

Speed isn’t everything: what to measure when scaling your support team


Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential.

Omnipresent Contact Center Agents in the Age of Instant Gratification


At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Large contact centers have traditionally been characterized by anonymity – a customer could call the contact center ten times and never get the same agent twice.

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

People are less likely to activate the energy needed to make rational decisions all the time. Best of all, this process works pretty well most of the time for many people. After all, the easier time customers have with you, the easier it is for them to come back for more.

New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Requirements to add staff to handle more customer calls or call spikes. Savings can be found from increasing FCR and self-service as well as decreasing average handle time.

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Customer Experience Strategy: How to Measure the Immeasurable


But beyond average handle times, wait times, first resolution ratios and other equally valuable KPIs, we recognize that data doesn’t always reveal the whole picture of customer experience. Take a second to reflect on some of your favorite brands.

When should you be recruiting your next support agent?


Take into account the added time it takes to recruit, interview and train the newbie (plus the projects that get dropped due to time restraints) and it all adds up to one really stressed out support team. Calculate non-ticket time. You might find this adds up to a lot of time.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?


With individual and team targets that can range from Average Handle Time to CSat scores to Grade of Service, the daily and weekly pressures to perform are intense. Is it Time to Admit Bad Sleep Habits Are Ruining Your Career?

Why Metrics Aren’t Everything for Delivering Exceptional Customer Service

Joe Rawlinson

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. However, some will be stored in a customer’s long-term memory and will be drummed up every time they think about the brand. For example, data can show the average number of channels used to resolve an issue or the average handle time of calls.

How to use your CRM to improve phone sales and service


Offers real-time reports and dashboards. You’ll need to make sure you can get all of the traditional call center metrics displayed in your CRM’s reporting interface including things like, average handle time, talk time, dropped call percentages and the like.

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How Reducing AHT Can Cut Costs While Improving Customer Experience

CSM Magazine

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).

7 Killer Tips for your Travel Site and Call Center to Navigate the Busy Holiday Season with Ease


But as a service provider, the results of inadequately planning for the busiest time of the year can be financially disastrous. Plan ahead of time. Analyze data from past peak travel seasons, so you can best estimate how many support handling agents you’ll need.

6 Metrics to Measure Your Customer Service Knowledge

Tricia Morris

The result: the inability of customers to get the answers they want in a timely fashion or at all, and employees being frustrated for not being able to deliver.

How to Get Actionable Insight from your Contact Center Reporting


One that integrates clear directions with real-time data about road construction, traffic jams, tolls, and alternative route options. Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting.

Did You Give Up on Your Resolutions Yet?


The trick is to identify potential obstacles and conflicts ahead of time. We spend a lot of time on this concept with our new hires. Let’s just be real here.

Introducing Talkdesk Predictive Customer Analytics: Customer Sentiment Score (CSS)


They seek to optimize KPIs, such as average time in queue and service level, in order to streamline customer interactions and promote loyalty. The call center agent will also be prompted at this time to give feedback on what they think the customer’s mood was during the call.

8 Reasons Why Your Website Needs Live Help


Live help is a software as a service that allows businesses to chat, in real-time, with customers who visit their website. One in three Americans admit to shopping online while at work , not having enough time outside of work to shop is the top reason for their secret shopping.

You Need to Measure Customer Satisfaction – But How?


For many companies the answers to those questions have remained frustratingly out of reach, even in a time when new data-based solutions and analytics have emerged to put them at hand. One very important customer satisfaction KPI is Response Time , a common source of frustration and dissatisfaction for customers when they perceive they are being kept on hold too long, or emails and chat requests aren’t answered promptly.

4 Ways Not to Overestimate The Value of Your Customer Service


Advanced call center software solutions provide comprehensive real-time metrics to assist admins and supervisors in making immediate and long term changes to their provision of service. Creating a unified, personalized, brilliant customer experience is difficult.

Customer Experience, Systems Thinking, Analytical Thinking & Organisational Design.

Doug Leather

Systems thinking is an approach that views the organisation as a whole (end-to-end) comprised of many parts (functions/silos), yet, at the same time, it is more than the sum of the individual parts. (To To be customer-centric requires business capability to design and to consistently deliver a unique and distinctive customer experience to a selected set of customers in order to acquire, retain and to develop them efficiently.

Does The Government Really Care About Your Opinions? - Frank Reactions

Tema Frank

In the past, many governments have felt that it was just fine to have citizens waste their time, but, as with customer service in other types of organizations, people just won’t put up with that any more. Who hasn’t stood in a lineup trying to access a government service?

8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

It’s once again the time of year for me to publish my CX trends. They will also replace efficiency metrics, such as average handle times, with more customer-oriented measures. In my post last year, I named 2014 “ The Year of Empathy.”

Retail Call Centers in the Philippines can be a Profit Center

Magellan Solutions

Magellan’s CEO in an interview with the LA Times proclaimed that the Philippines has taken the top spot from India for voice-enabled outsourcing because Filipino agents “don’t yell on the phone.” And don’t be too skeptical when your customer service rep knows more about the United States political system than the average American. Process improvement – improving average handling time (AHT) is not the only way to improve call center efficiency.

Three Assumptions made by Contact Centre Managers

Smith+co CX

We weren’t flush with time, money or resources. They assumed that employees would break the system, make unhelpful changes to procedure manuals, write inappropriately on their personal pages, go off-message and lower production by wasting time. “You are crazy!

3 Call Center Metrics That Don’t Work for Social


Now, more than ever, it is time to adjust traditional call center terminology in an effort to accommodate this shift in use of new technology to connect with customers. AHT – Average Handle Time. At its core, AHT is the average length of time an agent spends talking to a customer to resolve their issue. For example, it is typical to have a higher AHT for a sales department than it is for a level one service department that handles basic questions.

Call Center Leaders Must Step Up to Boost Call Center Performance

Pretium Solutions

Supervisors on the call center floor were reporting back that their agents were more prepared to take calls now than at any time in the past. They measure my AHT, ASA, ATT, ACW, schedule adherence, call compliance, auxiliary time.

Omni-Channel Is Hot News So What’s the Hitch?

CSM Magazine

A recent study found the average person checks his or her smartphone a staggering 85 times a day! Irrespective of channel, be it voice, e-mail, chat, social media, Skype or other mobile apps, customers want and expect a consistent, satisfying and effortless experience – each and every time. WFM automation allows you to devote more time to customers and focus on meeting their needs for seamless multi-channel integration and rapid resolution.