AHT

Are Your Hours of Operation Appropriate?

Posted on May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours

By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]

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Metrics That Matter: Average Handle Time

Posted on April 05, 2019 in AHT • Average handle time • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Metrics • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AHT• Call Center Consulting• Customer Service Consulting• Taylor Reach Group

AHT: the Most Misunderstood Metric in Call or Contact Centers By John Cockerill Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good measure particularly when you’re looking in a specific channel as to what is the midpoint of all of the call (contact) lengths that […]

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Operational Indicators – Average Handle Time (AHT)

Posted on March 20, 2018 in AHT • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Education • Forecasting- WFM • People management • Planning • Strategy

Tags: AHT• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• WFM

By: Turaj Seyrafiaan Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average) […]

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Metrics That Matter – AHT (Average Handle Time)

Posted on February 25, 2016 in AHT • Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Satisfaction • Metrics • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AHT• Call Center Consulting• Contact Center Consulting• Customer Service Consulting• Taylor Reach Group

AHT  the Most Misunderstood Metric in Call or Contact Centers   Today my topic is average handle time, or AHT, what it means to you and why it’s an important metric within the call and contact centers. Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good […]

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Measure your Schedule Efficiencies

Posted on January 21, 2013 in AHT • Contact Centre Ops • Forecasting- WFM • Occupancy

Tags: #callcenter• #callcenterDIY• #cctr• AHT• schedule efficiency• scheduling• WFM

I saw a good and very helpful post by W. Richard Spearrin, Jr. on the Linked In discussion group NorthEast Contact Center Forum regarding WFM and staff scheduling. This article has some great tips and suggestions to better manage your schedule efficiency. The link to the discussion is here The post is below: Measure your […]

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Floral distributor executive wins Snapshotz Call Centre Audit Draw

Posted on July 26, 2011 in AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • FCR • Forecasting- WFM • Newsletters • Occupancy • People management • Quality • Research • Strategy • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• ASA• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Costs• Customer Service Consulting• FCR• Leadership• Operational Management• service level• Snapshotz• Strategy• Taylor Reach Group• Telefloral

Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call […]

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The US Contact Center Decision-Makers’ Guide, 2011 Now Available

Posted on January 17, 2011 in AHT • ASA • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Facts and Figures • FCR • Forecasting- WFM • News • Occupancy • Outbound • People management • Planning • Quality • Research

Tags: AHT• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• FCR• Operational Management• Outbound Calling• Research• service level• Social Media• Strategy• Taylor Reach Group• WFM

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the […]

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Operational Indicators: Financial Metrics

Posted on October 29, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Financial Services • Planning • Purchasing Decisions

Tags: AHT• ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Costs• Operational Management• service level

Operational Indicators: Financial MetricsCost per Call / Cost perMinute Operating & Capital Expenditure / FTE – In the last three posts we discussed various operating indicators. Those indicators were measuring and representing the efficiency of the operation. In this post, we step beyond the pure operation point of view and will look at some of […]

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The Do’s and Don’ts to Achieve Customer satisfaction in your contact center

Posted on September 16, 2010 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Lists • Networking • Occupancy • Offshoring-Outsourcing • Opinion • People management • Planning • Purchasing Decisions • Quality • retention • Root Cause Analysis • Sales • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• Alignment• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• Customer Service Consulting• FCR• IVR• Knowledgebase• Leadership• Operational Management• Outsourcing• poor service• Root Cause Analysis• service level• Strategy• Taylor Reach Group• Training• WFM

We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras has […]

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