Stella Connect

JUNE 25, 2018

If you don’t already have access to the data you need to inform improvement strategies, invest in software that collects the kind of granular customer intel that can be useful to your agents on the ground. Customer satisfaction is directly related to FCR. Stella Connect Screenshot. Measure CSAT frequently. All rights reserved.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

Stella Connect

JUNE 25, 2018

If you don’t already have access to the data you need to inform improvement strategies, invest in software that collects the kind of granular customer intel that can be useful to your agents on the ground. Customer satisfaction is directly related to FCR. Stella Connect Screenshot. Measure CSAT frequently. All rights reserved.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

Kustomer

JULY 1, 2021

He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. Tom, do you think the KPI average handle time is antiquated? Because there’s the total time. Customer effort score.

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

Kustomer

SEPTEMBER 3, 2020

Generally, average handle time is not going to correlate at all to customer loyalty or to a meaningful metric in most environments. Yeah, I mean, it’s hard to put a pin on that. I mean, if we look at even like the CXPA, I mean that’s only, shoot, nine years old. Gabe Larsen: (02:36). Nate Brown: (02:37).

Marketing 52

Marketing Effort Score Metrics Loyalty 52