Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Customer satisfaction is directly related to FCR. Always ask customers to confirm whether their issue has been resolved both on the phone and through post-contact surveys.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Customer satisfaction is directly related to FCR. Always ask customers to confirm whether their issue has been resolved both on the phone and through post-contact surveys.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? This should be shorter than the average handle time of your live chat agents.

Metrics 101

Metrics Chatbots Average Handle Time Effort Score 101

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? This should be shorter than the average handle time of your live chat agents.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100