2020 Average Handle Time Effort Score Self Service 
Uniphore
DECEMBER 17, 2021
Scoring an “Ok” Satisfaction Rating Isn’t Enough. More than half also say they want service representatives to have their information upfront when calling and 71% of members say shorter contact center hold times would improve their engagement with health plans. What’s the key to driving improved customer satisfaction?
BlueOcean
OCTOBER 6, 2020
What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. How do those NPS and CSAT scores look? Is the anecdotal feedback positive and encouraging?
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Oracle
OCTOBER 6, 2019
How many people are getting through the self-service funnel? There’s so many, I can’t even begin to list how many there are, but when I think about what it is that really comes down to a KPI, it’s what connection has happened across self- service. Net Promoter Score as the customer experience metric.
ShepHyken
APRIL 2, 2021
Misconception #2: Customers only want self-service options. in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues.
ProProfs Chat
MARCH 25, 2020
Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them. It was estimated that by 2020, 85% of customer service interactions will be automated. 2: The Usefulness of Automated Customer Service System.
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