ShepHyken

MARCH 30, 2018

You may also keep in mind that dissatisfied customers tend to share their feedback more easily than satisfied ones. Overall, CSAT is something you must track consistently (using always the same method) to have results that can be compared and evaluated over time. Average Handling Time. Type: Customer Centric.

Blog 85

Blog Average Handle Time Customer Experience Net Promoter Score 85

Michel Falcon Experience

FEBRUARY 11, 2019

My career started in 2007 as a call center agent in my early twenties. But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. How many people are familiar with net promoter score?

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture 2019 Engagement Net Promoter Score 12