Customer Interactions

JULY 7, 2015

At Call Centre & Customer Management Expo 2011 NICE will demonstrate how achieving this balance creates a contact center where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.

Average Handle Time 28

Average Handle Time First Call Resolution Management Contact Center 28

Kustomer

JULY 1, 2021

He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. That’s something I love studying and it’s something our clients have asked us to say now a few times to help them figure it out. Absolutely.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. If your center’s goal is to improve its First Call Resolution rate, the quality of each customer interaction takes precedence over your team’s Average Handle Time (AHT) per-call, for example. All rights reserved.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. If your center’s goal is to improve its First Call Resolution rate, the quality of each customer interaction takes precedence over your team’s Average Handle Time (AHT) per-call, for example. All rights reserved.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Natalie Petouhof

SEPTEMBER 1, 2016

[ii] “Red Cross Does PR Disaster Recovery on Rogue Tweet”, Todd Wasserman, Mashable, February 16, 2011, [link]. iv] “Gilbert Gottfried Fired as Aflac Duck after Japanese Tsunami Tweets”, Huffington Post, March 14, 2011, [link]. [v] iii] “#McDStories: When a Hashtag Becomes a Bashtag”, Kashmir Hill, Forbes, January 24, 2012, [link]. [iv]

ROI 45

ROI Social Media Airlines Customer Service 45

Kustomer

SEPTEMBER 3, 2020

You definitely need some operational data in there that’s specific to a contact center or support environment. Generally, average handle time is not going to correlate at all to customer loyalty or to a meaningful metric in most environments. Yeah, I mean, it’s hard to put a pin on that.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52