2019, Average Handle Time, First Call Resolution and Net Promoter Score

Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

Self Service

Self Service Contact Center Net Promoter Score Contact Center Workflow

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. appeared first on.

Metrics

Metrics Customer Care Measurement Contact Center

Customer Experience Update

Visual Automation: Boost Agent Productivity with Smart Eyes

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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