2020 Average Handle Time Call Center Net Promoter Score 
BlueOcean
OCTOBER 6, 2020
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. If there is one thing we’ve learned in 2020, it’s that the ability to pivot quickly and smoothly can be the difference between thriving or just surviving.
Oracle
OCTOBER 6, 2019
It’s how often are they contacting our call centers? Net Promoter Score as the customer experience metric. KPIs are one thing and we do look at quality scores, we look at average handle time, and all of the traditional ones. Pay attention to customer comments. All rights reserved.
Comm100
APRIL 28, 2021
See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% from 2019 to 2020, hitting an all-time new benchmark peak of 85.6%. . The NPS, or Net Promoter Score, is a great supplement for the CSAT score.
Expert insights. Personalized for you.
156 
Let's personalize your content