TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. By the book. Every agent for himself.
Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.
Pointillist
SEPTEMBER 28, 2021
Armed with this knowledge, agents can serve customers efficiently, increasing NPS ® , CSAT and FCR, and minimizing customer effort (CES), average handle time (AHT) and repeat calls. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.
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