Average Handle Time Blog First Call Resolution Net Promoter Score 
Uniphore
JANUARY 21, 2022
Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2
NICE inContact
NOVEMBER 7, 2018
Quality scores indicate the level of performance your agents display in their interactions with a customer. Monitor and score your agents’ conversations. Then keep track of these scores for both the individual agent and the company as a whole and work on improving them. First Call Resolution.
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NobelBiz
FEBRUARY 27, 2024
Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution.
Advantage Communications
JULY 10, 2019
When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.
NobelBiz
MARCH 5, 2024
These metrics are carefully chosen to cover every facet of call center performance, ensuring that businesses have the insights needed to enhance customer satisfaction, boost agent productivity, and streamline operations, all while driving towards overarching success. This ensures you have a balanced view of both outcomes and processes.
Talkdesk
MARCH 24, 2020
In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. As mentioned in my previous blog, the way customers prefer to interact with the companies they do business with has drastically changed. A true AI-powered knowledge base benefits: Customers. Knowledge Base Administrators.
NICE inContact
OCTOBER 5, 2017
I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Let’s start with a review the classifications of the metrics, as well as common items in each classification in this first of the series. Net Promoter Score (NPS).
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