Handle Time Optimization

 

Handle Time Optimization

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 to understand what drives high average handle time and then take action in real time at the Decisive Moment of the interaction to mitigate it— all while preserving quality and customer service.

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