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Top 5 Customer Service & CX Articles for Week of February 26, 2024

ShepHyken

BONUS 16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper (Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process? There are ways around this! Connect with Shep on LinkedIn.

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Don’t Make Me Repeat My Story!

ShepHyken

In the customer service and support world, there are many ways that companies measure success. There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more. As Jason pointed out, that’s not always the case.

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Top 5 Customer Service & CX Articles for Week of October 2, 2023

ShepHyken

In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. My Comment: For those in the customer support world, this article is for you. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time.

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What is the call center experience?

ViiBE Blog

Customer satisfaction is an essential KPI because it indicates the overall sentiment of your customers. If your customer satisfaction is low, you need to investigate what is going wrong. Average Handle Time. Otherwise, it could cost you your business!

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Call Center Staffing: How Many Agents Do You Need?

Stella Connect

The Erlang C Formula: Balancing Customer Service Goals with Call Center Costs. Erlang C is a standard formula for determining the number of call center agents are needed based on call volumes, Average Handle Time (AHT), and customer service goals. Number of calls handled.

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5 Top Customer Service Articles of the Week 7-11-2022

ShepHyken

The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time). The ones you want are about the customer and include CSAT, NPS, CES, CLV, and more. Do the same with your employees. Follow on Twitter: @Hyken.

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

Comm100

Manages Time Wisely. One of the most commonly evaluated metrics is an agent’s average handle time (AHT). Live chat agents should measure up, and be able to use good time management practices to achieve the average handle time benchmark that is set by your company.