Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

DECEMBER 11, 2017

Different types of contact centers – customer service, sales, collections, etc. The top metrics for customer effort are: Average wait time (for each of the channels handled by contact center). Self-service displacement (automation) rate. Call abandonment rate. Email average handle time.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. Nicola Behr.

Management 40

Management Abandon rate Metrics Contact Center 40