Contact Center Geek

AUGUST 7, 2014

Call centers learned this many years ago when we created incentive plans based solely on Average Handle Time without a quality metric to counter it. In 2006, a representative at AOL did nearly the same thing Even after a 2004 settlement accusing the company of not properly canceling customers’ accounts.

Government 48

Government Average Handle Time Call Center Metrics 48

CSM Magazine

APRIL 5, 2018

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 Automotive Average Handle Time 40

Customer Relationship Metrics

JULY 26, 2017

Pierce, O’Driscoll, Coghlan, 2004). This will enable you to address these root causes, which is likely to have a far more dramatic impact on number of calls handled and average handling times than placing those KPIs on agents’ scorecards. That is more humane. Humanity in Empathy and Emotional Intelligence.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211