Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

NICE inContact

OCTOBER 5, 2017

The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Any good center worth their salt measures this number, but remember it does not tell the entire story. Mean Time to Resolution (MTTR).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Any good center worth their salt measures this number, but remember it does not tell the entire story. Mean Time to Resolution (MTTR).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Any good center worth their salt measures this number, but remember it does not tell the entire story. Mean Time to Resolution (MTTR).

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

Contact Center Pipeline

MAY 18, 2017

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124

JustCall

MARCH 9, 2023

Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52