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

Playvox

JUNE 22, 2023

Customer Experience (CX) Metrics It’s a strategic business objective across the organization to deliver outstanding customer experience, but how do you measure CX success? These are the most common metrics to gauge customer experience performance and success. Keep surveys short and set customer expectations ahead of time.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? This should be shorter than the average handle time of your live chat agents.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? This should be shorter than the average handle time of your live chat agents.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40