Average Handle Time Big data Customer effort Self service 
VocalCom
MAY 21, 2018
Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Only then can IVR menus truly serve customers well and save them time.
VocalCom
NOVEMBER 26, 2018
First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. The truth is, not much.
CSM Magazine
JANUARY 12, 2021
Do they centre around increasing customer engagement? Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general?
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