Playvox

JUNE 22, 2023

Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy. Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

NOVEMBER 14, 2023

The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).

2026 52

2026 Average Handle Time Contact Center Customer Centricity 52

Uniphore

JUNE 10, 2021

It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Your Customers Feel It Too. Customers expect to be treated with empathy and respect on a call.

Call Center 59

Call Center Contact Center Average Handle Time 2021 59

Uniphore

NOVEMBER 16, 2021

The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

Qualtrics

APRIL 17, 2021

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. And with so much still in flux, that’s not set to change any time soon. To learn how to coach and mentor, rather than simply manage, download our eBook.

Customer Experience 49

Customer Experience Contact Center Average Handle Time Metrics 49

Comm100

AUGUST 21, 2018

Now that we know under which circumstances chatbots and live chat agents can be held to the same standards, let’s take a look at the customer service KPIs companies can use to measure the performance of both chatbots and human agents. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot?

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

Now that we know under which circumstances chatbots and live chat agents can be held to the same standards, let’s take a look at the customer service KPIs companies can use to measure the performance of both chatbots and human agents. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot?

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40