The Northridge Group

AUGUST 23, 2022

Health plans that maintain a 4 or 5-star rating are more likely to receive and maintain government contracts so they must be vigilant about fulfilling SLAs for every government entity that provides star ratings. These KPIs include: Average Handle Time (AHT). First Contact Resolution (FCR). Customer Experience (CX).

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

CCNG

JANUARY 4, 2023

Government Industry sectors with the highest levels of callers reporting their biggest pain point is agents not knowing answers. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 A center with 1,000,000 calls per year could save 10% of time spent on calls.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

NICE inContact

JANUARY 31, 2019

Compliance – By definition, compliance ensures that organization are abiding by industry regulations and government legislation. If the Federal Government trusts it, so can you. . PCI Compliance –another security element, especially relevant if you accept credit card payments. And… more and more consumers are going digital.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

Uniphore

JULY 30, 2021

2020 Global Customer Experience Benchmark. With advanced conversational AI, you can now leverage real-time speech transcription, intent analytics, and entity extraction, to reduce average handle time by automating after call work. Overall, only 12.1% of businesses receive high NPS ratings though 81.9%

Benchmark 98

Benchmark Average Handle Time Contact Center Analytics 98