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Does Average Handle Time (AHT) Have a Place in the Modern Call Center?
I am strongly pro average handle time as a target, so long as it is used appropriately, and all the elements that make up the average handle time are applied correctly. My reasoning follows, plus why I consider the average handle time got a bad name. Of course, like the majority of measures, average handle time cannot be used in isolation, because it does not measure call center service levels, effi....more |
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Author: Ben Bennett Tags: average handle time | call center | call center representative |
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Sales Trainer and Management Speaker Duane Cashin Wants To Improve Your Sales Performance
Duane Cashin is shouting from the roof tops that we do not live in a competitive marketplace but a crowded marketplace. Cashin, a sales trainer and management consultant, does not currently see companies performing at the level necessary to be successful in today’s marketplace. He demands that sales |
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Author: Blake Landau Tags: sales | performance | call center |
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Trainer Duane Cashin Wants You to Wake Up Your Sleepy Sales Organization
Duane Cashin is shouting from the roof tops that we do not live in a competitive marketplace but a crowded marketplace. He does not currently see companies performing at the level necessary to be successful in today’s marketplace. Cashin, a trainer, demands that sales executives re-evaluate the definition of a high-performing organization. Is your sales team coasting? What is the energy like o....more |
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Author: Duane Cashin Tags: sales | call center | sales training |
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Judy McKee Wakes Up the Call Center Industry
Judy Mckee, trainer, consultant and co-author of The Positive Coach Approach , wants the call center community to wake up to its potential, and she offers a much needed wake-up call. McKee, a call center expert and speaker who is known for changing the molecules in any room, asks the call center to stop |
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Author: Blake Landau Tags: call center | call center representatives | contact center |
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Darryl Flores Ignites a New Age in Call Center Performance Metrics
With over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his Senior Management has said “show me.” As a result, his experience in developing unique approaches and distinctive metrics to prove the value of the call center is |
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Author: Blake Landau Tags: KPIs | key performance indicators | call center metrics |
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Average Handle Time: The Good, the Bad and the Ugly
Average handle time is the total amount of time spent by a call center representative in dealing with a caller’s issue, including information gathering and documentation, issue resolution/escalation and the completion of the incident processing activities even if it extends beyond the end of the call. Call centers and service desks all over the world swear by Average Handle Time, and for....more |
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Author: Alex Lowenthal Tags: call center | average handle time | metric |
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Transform Your Call Center into a Value Performance Monitoring System
I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. It seems to me that the call center could become an extremely effective listening post if a) the call center were to be just a bit more proactive and b) if the call center were more focused on the customer....more |
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Author: Reg Goeke Tags: call center | customer value | call center representative |
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Don't Let KPIs Be the Death of Your Call Center
There are few business units that enjoy the robust reporting tools that call centers possess. Where else in the company can you get a true real time view of the overall performance of a department, team, or representative? Call center technology providers have done an excellent job developing tools to increase transparency into the performance of call centers. Unfortunately many call centers have fa....more |
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Author: Richard Natoli Tags: call center | call center representative | call center management |
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