Handle Time Optimization

Submitted by Anonymous on Tue, 06/15/2010 - 08:36
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Powerful Tools to Improve Interaction-Handling

Average handle time is a key performance indicator for contact centers. Optimizing the metric means balancing quality and customer experience with the costs associated with agents’ time. Companies use NICE Handle Time Optimization, part of NICE SmartCenter, to understand what drives high average handle time and then take action in real time to mitigate it— all while preserving quality and customer service.

Many factors can drive your contact center’s average handle time: agent knowledge gaps, ineffective processes, needless transfers. NICE Handle Time Optimization helps your contact center managers identify these drivers and take action to mitigate them. By improving call handling, your contact center’s quality and customer experience improve, too.

 

Real-Time Speech Analytics

Cutting edge Real-time Speech Analytics technology analyzes spoken interactions as they occur, powering real-time agent guidance to help agents take the next-best-action and quickly address the customer issues.

 

Call-Topic Analysis

NICE Handle Time Optimization analyzes customer calls and categorizes them into call topics. It then breaks down agent handle time by topic. Agents struggling with knowledge gaps can receive real-time guidance as well as the targeted off-line training they need. 

 

Call-Part Analysis

The NICE solution identifies the discrete parts of calls and calculates average handle time for each. Call-part analysis can reveal agent knowledge gaps related to standard parts of customer calls such as up-selling. Here, too, real-time next-best-action recommendations and targeted training can help.

 

Desktop Analytics

Drawing on NICE's Desktop Analytics, NICE Handle Time Optimization enables contact center managers to analyze agent desktop application usage during customer interactions and offline wrap-up time. The solution calculates handle time for agent applications such as CRM, billing and knowledge bases, and reports time spent on specific screens within these applications. With this information, managers can automate and simplify complex processes that slow average handle time. 


Web Interaction Analytics

The solution captures and analyzes web interactions, and automatically compiles the information with other customer-specific data gathered by NICE’s cross-channel analytics.

  

Call Flow Analytics  

Using Call Flow Analytics, the solution also enables managers to identify and eliminate unnecessary transfers, reducing handle time and customer frustration.
NICE Handle Time Optimization provides powerful insights and real-time impact tools to:
 
  • Reduce operational costs by lowering average handle time
  • Increase customer satisfaction by quickly resolving issues
  • Automate and optimize agent desktop processes
  • Identify agent training opportunities and deliver next-best-action recommendations in real time
  • Identify inefficient organizational processes
NICE Handle Time Optimization helps contact centers understand what drives up average handle time. Specifically, the solution identifies high average handle time related to:

 

  • Individual agents
  • Collective agent knowledge gaps
  • Call topics
  • Parts of calls
  • Agent desktop applications