BlueOcean

SEPTEMBER 28, 2017

Thus, service level metrics should reflect your brand promise; low Average Handle Times probably won’t be as important as Average Speed of Answer and low Abandon rates. Check out this infographic: We know it’s not easy to win every game, but we’ve been fine-tuning our craft for more than 20 years.

Contact Center 74

Contact Center Management How To Call Center 74

Solvvy

MARCH 19, 2019

Not only will customers be happier on account of the more personalized service, but your business will waste less time and effort. I’ve heard twice this week from clients that average handle time and CSAT went down for their agents after implementing self-service technology.

Self Service 48

Self Service Average Handle Time Infographics Customers 48

Verint

SEPTEMBER 29, 2017

For example, many contact centers cite average handle time or first-call resolution as measures of success. When we looked at our customer data, we knew that what’s important to our customers within our particular business model is issue resolution time. They always ask the question: “Is this what our customers want?”

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34