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’.

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Are You Using All That Workforce Optimization Has to Offer?


The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc., These software robots can also automatically complete portions of the work for them, reducing the time spent to get that work done. Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences?

Can you reduce AHT without damaging customer satisfaction?


Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place. A company’s revenue is based on the number of customers and the average purchase value in a period of time.

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.

Average Talk Time: The Little Metric with Big Insights


Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

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.

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.

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.

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.

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.

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?

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.

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.

More Data Breaches! What This Means for the Security of Your Customers


It is performed without any change in behaviour of the customer and provides results in real time. Known fraudsters enrolled from previously identified fraud calls can also be detected in real time. Voice biometrics, while improving security, can also help reduce the time taken to authenticate customers, resulting in potentially lower average handle times and contact centre costs.

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.

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.

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?

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.

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.

Reducing Live Chat Handle Time Doesn’t Mean More Support Agents


Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. But to provide personalized service, they need to allow ample time to respond. Why lowering average handle time on chat is so difficult.

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.

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.

IVR Custom Integration for a Multinational Communications Corporation: A Case Study


These steps and manual entry resulted in longer Average Handle Times, lower quality customer experience, and, sometimes, inaccuracies or errors in customer information. The Client.

10+ Must Have Customer Service Skills to Look for in a Live Chat Agent


So, it’s time for you to assemble your live chat dream team. Other times they disappear for a few minutes while your agents are chatting with them, or are slow to type out a response. Manages Time Wisely. Did they show up on time?

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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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.

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.

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud


You meet with customers all the time. In the Dreamforce presentation last year, we showed that customers are switching brands two thirds of the time if they are not happy — and the proof of that is in the fact that half of the Fortune 500 companies from ten years ago aren’t around anymore.

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.”

Learn from History: 5 Implications to Automation

West Monroe

At the time, speech recognition was at the height of the technology hype cycle and wouldn’t truly be effective for many years. It happened slowly, and I see it happening again but this time the change will be more pronounced.

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.