NICE inContact

OCTOBER 5, 2017

This is a key measure to understand the balance between your products, services, and price in the market. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Service Level Agreement (SLA).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

This is a key measure to understand the balance between your products, services, and price in the market. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Service Level Agreement (SLA).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

This is a key measure to understand the balance between your products, services, and price in the market. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Service Level Agreement (SLA).

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

Eptica

SEPTEMBER 28, 2015

Improve customer satisfaction Improve customer loyalty Improve brand reputation Improve customer advocacy Decrease costs Gain customer insights How do they measure this? Respondents to the survey ranked the top six objectives in the following order, with the most important first.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

JustCall

MARCH 9, 2023

Service Level Rate Each contact center has a standard service level that determines the ideal time within which each call must be resolved. The number of calls that get resolved at the service level is the service level rate of your call center.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52