Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. Average Handle Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents. would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Taylor Reach Group

NOVEMBER 30, 2018

I just don’t understand that while our incentive to reduce average handle time was so successful our call volume increased substantially. Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111