Average Handle Time Competitive Advantage Insurance Net Promoter Score 
Playvox
JANUARY 24, 2022
Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Here the stakes are high.
Magellan Solutions
OCTOBER 26, 2023
Here are the common KPIs: Average Handling Time (AHT) – How long does an agent resolve the customer’s concerns? Still, it doesn’t always equate to quality service, as there’s a tendency for agents to strive to complete the call in less time without exploring if the customer still has other concerns.
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