2010 Average Handle Time First call resolution Personalization 
Call Design
SEPTEMBER 21, 2021
Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Metrics include: • First call resolution. Average speed to answer. Average handle time. Average after work time. Schedule adherence.
eGain
MARCH 3, 2015
Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). Net Promoter Score?
Expert insights. Personalized for you.
78 
Let's personalize your content