TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Enterprises must consider staffing costs, call center management systems expenses and the cost of self-service tools.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Call it any name NPS score, CX score or calculate it any which way, they all point to happy, satisfied customers.

Metrics 48

Metrics Customer Experience Contact Center Average Handle Time 48