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Powerful insights to improve call handling
Many factors can increase your contact center’s average handle time: agent knowledge gaps, ineffective processes, needless transfers. NICE Handle Time Optimization, a solution powered by NICE Interaction Analytics, helps your contact center managers identify these drivers and take action to enhance efficiency. With efficient call handling, your contact center’s quality and customer experience improve, too.
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 the targeted 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. In this situation, targeted training can help.
Handle Time Optimization
Desktop Analytics
Drawing on NICE 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 the time spent on specific screens within these applications. With this information, managers can simplify complex processes that slow average handle time and train agents when needed.
Call Flow Analytics
Using Call Flow Analytics, NICE Handle Time Optimization enables managers to identify and eliminate unnecessary transfers, reducing handle time and customer frustration.
Business Benefits:
NICE Handle Time Optimization provides powerful insights that enable contact center managers to:
- Reduce operational costs by lowering average handle time
- Increase customer satisfaction by quickly resolving issues
- Optimize agent desktop processes
- Identify agent training opportunities
- Discover inefficient organizational processes
Capabilities:
NICE Handle Time Optimization helps contact centers understand what drives up average handle time. Specifically, the solution identifies factors that contribute to high average handle time, including:
- Individual agents
- Collective agent knowledge gaps
- Call topics
- Parts of calls
- Agent desktop applications
Handle Time Optimization
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