CSM Magazine

SEPTEMBER 17, 2020

Average handling time is a metric that is measured by all contact centres. The faster a customer’s issue is resolved, the better service they are receiving. With call times shortened, agents are free to answer more of these calls during the working day, reducing wait times, which is often a common complaint of customers.

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. Agent productivity is a key to driving customer satisfaction. Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. Agent productivity is a key to driving customer satisfaction. Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40