ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. This means that metrics like “average handle time” or “time to resolution” can be misleading. Quotes: “You can easily tell whether or not a company’s leadership cares.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. This means that metrics like “average handle time” or “time to resolution” can be misleading. Quotes: “You can easily tell whether or not a company’s leadership cares.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

TechSee

OCTOBER 10, 2019

Happier contact center agents mean more pleasant interactions for customers. Network judgment climates emerge when contact center leadership fosters a culture of collaboration, allowing agents to make decisions based on group discussion and guidance. What’s the climate of your contact center? Group effort.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Horizon CX

MARCH 19, 2022

Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. Score: Humans 10 – Technology 5.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Magellan Solutions

AUGUST 1, 2021

Leadership. They engage in one-on-one personal interactions with clients and that matters a lot. Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Average Handle Time. Average Time in Queue.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

Natalie Petouhof

SEPTEMBER 12, 2018

Reduce Average Handle Time (AHT). Improve CSAT, NPS, customer lifetime value (CLV)…. And the customer interaction history lives inside the customer service application. A solution with a prebuilt UI/UX interface makes the customer-facing interaction intuitive, which builds trust, so customers use it.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Oracle

OCTOBER 6, 2019

Are they just logging on for that first 10 minute, high-level thought leadership part, or are they staying with us through the Q&A? How much effort is really spent when interacting with the customer. KPIs are one thing and we do look at quality scores, we look at average handle time, and all of the traditional ones.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

CSM Magazine

APRIL 5, 2018

Video chat consistently gives you 90+% NPS and CSAT ratings. This will not only digitize and bring you to the new age, it will really super-charge important metrics like first call resolution and average handle time (which measures the total time to resolution, not just the average time per engagement) which are still weak for ChatBots.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

Kustomer

FEBRUARY 3, 2022

Gathering data is a must for ensuring customers have the best experience possible because it gives insights that aren’t typically seen in customer interactions. I’ve been here about four years and over those four years, we have just been growing, scaling, and transforming how we interact with our customers.

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

Kustomer

SEPTEMBER 3, 2020

I mean, you touched on it a little bit, but as you think about, well, even CX and experience that these two leaderships, and then you bring in some other roles, how do you see those working together to ultimately benefit the customer? As you get into that marketing area, a great marketing metric is NPS. That’s so true.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Kustomer

APRIL 1, 2021

Kris finds that rather than sitting down and interviewing the user about their experience with a product or prototype, the best method to truly understand their experience is to watch them use or interact with that product. Interact With and Learn From Users. So I think if you can sell it to your leadership, you’re there.

Hotels 87

Hotels Innovation Sports Customer Experience 87