CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Virtual Agents can interact with customers via text (chatbots, SMS, or email) or intelligent voice automation (IVA).

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Virtual Agents can interact with customers via text (chatbots, SMS, or email) or intelligent voice automation (IVA).

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

GlowTouch

JULY 10, 2020

In addition, integrating live chat into your support strategy allows for the possibility of chatbot integration at a future date — another excellent way to reduce the volume of routine support tickets through automation. Reduced resolution time means reduced costs. A certified Woman-Owned Business and six-time Inc.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52