ShepHyken
JANUARY 18, 2022
Process: Have a living playbook and a CX journey map. Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are.
ShepHyken
NOVEMBER 30, 2018
Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.
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Global Response
MARCH 18, 2022
Quantitative data could include average time in queue, average handle time, transfer rate, speed of answer and so on. Factors like shorter queue times, reduced average handle times and low transfer rates can improve this score and reduce customer effort.
Natalie Petouhof
APRIL 7, 2016
Look at critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), reduction in call volume, increases in the opportunity to generate revenue, improved marketing, greater self- service employee engagement, increased digital customer engagement on any device, anywhere, anytime.
VocalCom
MAY 6, 2019
Should the agent focus on first contact resolution, or should he reduce average handling time as much as possible? Outlining this process as you would on a customer journey map can help your brand define your goals for this channel. Is the customer routed to the appropriate agent? Ask agents for their input.
Babelforce
JUNE 9, 2022
Switch from metrics like Average Handle Time , which prioritize speed and cost over customer experience. Optimize the customer journey. Creating a User Journey Map will help you better define how customers interact with your business and what they want at each stage.
Taylor Reach Group
MARCH 27, 2018
Operational Indicators - Average Handle Time (AHT). Operational Indicators - Average Handle Time (AHT). In this article, we tackle one of the most important indicators; Average Handle Time (AHT). Are You Making the Most of Every Service Opportunity? Continue reading here.
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