Uniphore

NOVEMBER 16, 2021

The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Uniphore

JUNE 10, 2021

While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.” Download the eBook. Don't Coach to a Number. Intro to Call Center Life.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time How To eBook Contact Center 52

BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. How do those NPS and CSAT scores look? How do they compare to industry averages and the averages of other potential vendors?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.

Contact Center 74

Contact Center Measurement Call Center How To 74

Solvvy

FEBRUARY 5, 2020

For instance, Hubspot found that the average handling time (the time it takes to resolve a customer’s issue from start to finish) varied by more than 30% from one industry to another, with average handling times of 10 minutes in the gaming & gambling industry, and nearly 17 minutes in the web hosting industry. .

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Need a hand? Contact us here.

Metrics 219

Metrics Customer Care Measurement Contact Center 219