Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. 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

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. This should be shorter than the average handle time of your live chat agents.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Stella Connect

JUNE 25, 2018

If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV). Strive for minimal customer effort.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV). Strive for minimal customer effort.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40