Uniphore

JANUARY 21, 2022

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience. And patient satisfaction counts. out of 100.

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

InMoment XI

JANUARY 10, 2024

Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines. These scorecards typically encompass a range of key employee and customer experience KPIs and metrics specific to the agent’s responsibilities.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. A remote work location requires a different mindset from contact center management — and a distinct set of guidelines.

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

Comm100

SEPTEMBER 6, 2022

Until you implement your own live chat software, these metrics can be used as a basic guideline of how many live chats you may experience. When visitors initiate a live chat session, they are routed to the agent who is responsible for their region based on their zip code, which they are asked to disclose in the pre-chat survey.

Guidelines 223

Guidelines Customer Satisfaction Report Average Handle Time 223

NobelBiz

MAY 21, 2024

The primary functions and processes involved in an outbound call center include: Campaign Planning : Businesses plan campaigns with specific goals, such as sales, lead generation, customer surveys, or appointment setting. Average Handle Time (AHT) Monitors the average time spent on each call, helping to optimize efficiency and productivity.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52