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What is AHT? Strategies to Improve Average Handle Time

Amplifai Coaching Category

Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more. Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction.

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Average Handle Time: Strategies for Optimizing AHT in Your Call Center | AmplifAI

Amplifai Coaching Category

Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more. Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction.

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10 Tips for Connecting with Customers Emotionally

NICE inContact

Bearing that in mind, here are 10 tips for connecting with customers emotionally. How to do it: Use social customer service software that routes customer queries to the best agent in real time. We’ve said before that average handle time (AHT) is a dead-end. 1) Be personal. 3) Be results driven.

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Five Coaching Tips For Contact Center Agents that Work

Playvox

Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. In fact, McKinsey estimates that “the average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.”.

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This Tip Will Reduce Agent AHT by Moving Customers Out of Venting

Myra Golden

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

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Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. As usual, we’re biased, but we can prove why we believe the answer is yes.

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The Ultimate Cheatsheet for Customer Service Bots

Kustomer

Containment rate, or its alternative name, “deflection rate,” is the percentage of total conversations fully handled by a chatbot, and is a key metric to track when trying to figure out how well your chatbot is performing. For example, will the average handle time increase now that agents are only handling more complex inquiries?