Uniphore

JANUARY 21, 2022

Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 Source: HealthPayerIntelligence, September 2021.

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

NobelBiz

FEBRUARY 22, 2023

Response time, resolution rate, agent efficiency… It is essential to keep an eye on every metric in order to ensure service quality that is consistent with the company’s brand image! AHT is an abbreviation for “Average Handling Time.” After-Call Work (ACW) ACW is an abbreviation that stands for “after-call work.”

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

Response time, resolution rate, agent efficiency… It is essential to keep an eye on every metric in order to ensure service quality that is consistent with the company’s brand image! AHT is an abbreviation for “Average Handling Time.” After-Call Work (ACW) ACW is an abbreviation that stands for “after-call work.”

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52