Average Handle Time Net Promoter Score Omni-Channel Virtual Agent 
TechSee
MARCH 19, 2019
With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured?
Playvox
MARCH 19, 2024
These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. This improves customer satisfaction and net promoter scores, and other key customer service metrics.
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