Average Handle Time Document Effort Score Metrics 
TechSee
OCTOBER 22, 2019
Next Issue Avoidance (NIA) is a metric used by a growing number of customer service departments, one that encourages and enables agents to predict likely problems. NIA: The balancing metric. NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. Next Issue Avoidance.
Playvox
APRIL 5, 2022
Some are able to reliably deliver exceptional customer experiences and perform as strategic, revenue generating organizations, while others deliver sub-par experiences that lead to disappointing performance metrics and frustrate customers, causing them to take their business elsewhere. Is your key challenge forecasting demand? Motivation?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Help Scout
JULY 24, 2018
While both focus on helping customers, the difference between customer service and customer support is that customer support is a specific type of customer service involving other skills such as documentation, product feedback, and technical problem solving. It’s transactional.
Comm100
SEPTEMBER 28, 2022
Here are some things to look for with this metric: How many chats are agents accepting as opposed to rejecting or passing off to other agents? Is your live chat count lower or higher than what your company is aiming for? A high number of missed chats may also indicate that agents are spending too much time on each chat.
Comm100
MAY 28, 2020
Here are a few things to look for when studying this metric: • How many chats are agents accepting as opposed to rejecting or passing to other agents? If it’s high, you may need to add staff during peak busy times. It can be measured as follows: Amount of live chats per month x Average Handle Time. Number of chats.
Expert insights. Personalized for you.
84 
Let's personalize your content