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? Customer care center metrics in the era of self-service clearly require a different approach. Call Deflection Rate.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

NICE inContact

SEPTEMBER 11, 2018

Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context. This was critical to delivering immersive customer experiences, which increase loyalty and improve metrics such as Net Promoter Score® (NPS®) and customer satisfaction (CSAT). Saving over $300,00 per year.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Which behaviors impact key metrics? Journeys Enable You to Improve Metrics and Outcomes.

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