Calltools

JUNE 9, 2021

A long average handle time is not only a sign that your caller satisfaction can be improved, but also that your agents may need additional training in efficient handle time. After Call Work Time. While most inbound KPI metrics affect customer service, after call work time is a sign of operational efficiency. Answer speed.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time isn’t a stand-alone metric; it affects many other KPIs.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Relationship Metrics

JANUARY 11, 2017

I really like the definition from Mike Wittenstein , managing Partner of Story Miners® : “Customer Experience is the sum of everything your brand does FOR customers minus everything your business processes does TO them. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Are you believing this?

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67