ShepHyken
AUGUST 25, 2021
In the customer service and support world, there are many ways that companies measure success. There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more. As Jason pointed out, that’s not always the case.
ShepHyken
JULY 11, 2022
The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time). The ones you want are about the customer and include CSAT, NPS, CES, CLV, and more. Do the same with your employees. Follow on Twitter: @Hyken.
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