CCNG Customer effort Customer Experience Sales 
CCNG
MARCH 12, 2021
However, consumers are increasingly frustrated at the level of effort required to reach companies to get the help they need. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. The global pandemic has forever altered customer behavior.
CCNG
JULY 27, 2022
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.
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