CSM Magazine

SEPTEMBER 17, 2020

Average handling time is a metric that is measured by all contact centres. The faster a customer’s issue is resolved, the better service they are receiving. With call times shortened, agents are free to answer more of these calls during the working day, reducing wait times, which is often a common complaint of customers.

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

NobelBiz

FEBRUARY 22, 2023

This results in extended average handling times , lower resolution rates, and more churn. However, if your call center agents are overburdened by high call volumes and poor staffing levels, they will be unable to perform successfully.

Contact Center 52

Contact Center Analytics Data Call Center 52

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. Do you actually see it coming to the board level? Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. Do you actually see it coming to the board level? Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40