Magellan Solutions

MARCH 22, 2023

To build a financial case for excellent customer service, executives need strategic measurements and KPIs to monitor. 5) AVERAGE HANDLE TIME Average handle time (or average hold time) measures the average amount of time between when an agent picks up the phone and when the call is disconnected.

Call Center 98

Call Center Abandon Rate Average Handle Time Metrics 98

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Horizon CX

MARCH 19, 2022

It found that only 10% of businesses see significant financial returns on their AI investments. If you get this far, enter the dreaded wait time; “Your call is important to us. Your approximate wait time is 16 minutes.” A recent study from BCG Gamma got my attention.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR).

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Bold360

APRIL 28, 2021

The business in question is a large financial services institution in the UK that’s been around for more than a century and a half. The frustrated customer might wait a few minutes and then call into the bank’s call center, where they faced lengthy wait times as other customers were doing the same thing.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

Myra Golden

APRIL 11, 2023

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. For example, reducing staffing levels to save costs could lead to longer wait times and reduced customer satisfaction.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Call Experts

SEPTEMBER 15, 2022

For example, some companies use a form and connect it to a corporate email. Another metric to track is the average handle time. This metric shows the average time it takes for a support agent to resolve a customer’s issue. The first step in the sales process should be a lead qualification.

Customer Service 52

Customer Service Average Handle Time Customer Retention Self Service 52