https://www.customerservicemanager.com/customer-service-management-its-time-to-change-the-metrics/ The Magazine for Customer Service Managers & Professionals Wed, 05 Oct 2022 15:55:55 +0000 hourly 1 https://www.customerservicemanager.com/customer-service-management-its-time-to-change-the-metrics/#comment-17159 Thu, 30 May 2019 05:21:01 +0000 https://www.customerservicemanager.com/?p=15244#comment-17159 Average Handle Time is important to track traditional performance metrics, such as the number of dropped contacts, as well as contacts handled, to ensure that basic operational processes are working correctly. Tools like CSAT.AI, ScorebuddyQA maintains the scorecard that helps the agent to see their stars as they answer questions, so it is a combination of metrics and KPIs to build an effective omnichannel customer success strategy.

]]> https://www.customerservicemanager.com/customer-service-management-its-time-to-change-the-metrics/#comment-16399 Fri, 26 Apr 2019 06:27:14 +0000 https://www.customerservicemanager.com/?p=15244#comment-16399 AHT or average handle time is the record of all the calls that are processed by a call center over a specific period of time. There are various factors which impact AHT in the call center. Few of them are Efficiency, Agent Behaviour, System Usability, etc. Hope this is helpful!

]]> https://www.customerservicemanager.com/customer-service-management-its-time-to-change-the-metrics/#comment-16279 Tue, 23 Apr 2019 06:06:47 +0000 https://www.customerservicemanager.com/?p=15244#comment-16279 Nice Article Dino! I feel that AHT is not a success metric like rushing agents to close tickets, rather than resolve issues, would hasten AHT but would not make for happy customers, but it is an important metric for calculating call center levels, assessing efficiency for the call center overall or for specific agents, and establishing performance benchmarks. Can you please explain what factors impact handle time in the call center.

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