Are You Using 1999 Metrics to Measure 2019 Customer Care?
BlueOcean
FEBRUARY 7, 2019
Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Sound complicated? Need a hand?
219 
Let's personalize your content