Remove Average Handle Time Remove Books Remove Customer Satisfaction Remove Customer Service Training
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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

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.

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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

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.

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Addressing metrics gaps between bot-led and human-led service

Comm100

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
article thumbnail

Addressing metrics gaps between bot-led and human-led service

Comm100

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