TeleDirect
MAY 12, 2023
Some typical customer satisfaction KPIs for an outbound call center include: Average Handle Time This measures, on average, how long your customers are on the line with your agents. Customer Effort Score (CES) Are your customers satisfied?
NobelBiz
JANUARY 17, 2022
However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances.
eGain
MARCH 3, 2015
Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). Customer Effort Score?
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