NICE inContact

OCTOBER 5, 2017

Completing a phone call quickly does not always lead to satisfaction, loyalty and advocacy. First Call Resolution (FCR). The ability to solve a customer’s issue on the first contact with your company. Service Level Agreement (SLA). The ying to the AHT’s yang. Outcome Measures –.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

Completing a phone call quickly does not always lead to satisfaction, loyalty and advocacy. First Call Resolution (FCR). The ability to solve a customer’s issue on the first contact with your company. Service Level Agreement (SLA). The ying to the AHT’s yang. Outcome Measures –.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

Completing a phone call quickly does not always lead to satisfaction, loyalty and advocacy. First Call Resolution (FCR). The ability to solve a customer’s issue on the first contact with your company. Service Level Agreement (SLA). The ying to the AHT’s yang. Outcome Measures –.

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

Eptica

SEPTEMBER 28, 2015

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

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

JustCall

MARCH 9, 2023

If the call abandonment rate at your business is high, it means your contact center may be inefficient at resolving queries. Service Level Rate Each contact center has a standard service level that determines the ideal time within which each call must be resolved.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52