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2020 Business and Customer Service Experience Trends

CCNG

The global pandemic has forever altered customer behavior. A significant opportunity now exists for businesses to expand digital offerings, improve the digital channel experience, and reduce customer effort. Low customer effort drives brand loyalty and reduces cost. She is a long-time CCNG member and contributor.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

With the shift to multi-or omnichannel contact centers, today's emphasis is on customer experience. That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. It's a derivative of AHT.