West Monroe
JUNE 22, 2022
KPIs are the heartbeat of service. Average Handle Time. Articulate your goals in terms of quantifiable metrics. You can’t manage what you can’t measure. Typical metrics to measure include: NPS or CSAT. First Contact Resolution. Agent Satisfaction. Agent Performance. Agent Retention.
ShepHyken
OCTOBER 1, 2023
In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. My Comment: For those in the customer support world, this article is for you. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time.
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NobelBiz
MARCH 5, 2024
This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Regularly review these KPIs to ensure they remain aligned with your evolving business strategies.
Myra Golden
APRIL 11, 2023
This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy. One way to implement a data-driven approach is by measuring and tracking key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction.
Talkdesk
DECEMBER 30, 2019
With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 1: Equip Your Agents With the Tools to Succeed.
Natalie Petouhof
SEPTEMBER 12, 2018
” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster !
Think Customers
NOVEMBER 1, 2021
Also use a warm transfer when dealing with a caller who has already had to call the contact center multiple times about the same issue. “Be Be human and take the time,” Shearer said of such calls. Don’t worry about your AHT (average handle time). Be human and make an exception for that.”.
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