Average Handle Time, B2B, Net Promoter Score and Self Service

7 Ways Modern Knowledge Management Helps Slash Operational Costs

eGain Blogs

APRIL 10, 2023

They are all focused on the customer service function but if also leveraged by other business functions, KM can help reduce costs across the entire enterprise! Call deflection Self-service helps deflect incoming calls and requests for human-assisted digital customer service (e.g., via messaging, chat, social networks).

Self Service

Self Service Management Contact Center Average Handle Time

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? 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. This is what relevant service level metrics look like in today’s customer care center.

Customer Care

Customer Care Contact Center Effort Score Net Promoter Score

Customer Experience Update

7 Ways Modern Knowledge Management Helps Slash Operational Costs

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

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