ShepHyken

MARCH 30, 2018

Average Handling Time. A lower Average Handling Time means more satisfied customers, more productive agents and a lower cost per interactions. Customer Care departments in general and Call Centers, in particular, are famous for having high employees’ turnover. Type: Performance Centric.

Customer Experience 89

Customer Experience Average Handle Time Net Promoter Score Customer Care 89

Michel Falcon Experience

MARCH 12, 2019

In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? But I joined the company, and I started off in the call center answering 100 calls a day. So I said “That’s it, that’s my PR equivalent.”

Culture 12

Culture Employee Engagement Company Engagement 12

Michel Falcon Experience

FEBRUARY 11, 2019

My career started in 2007 as a call center agent in my early twenties. I joined, worked in the call center, answered a hundred calls a day for about a year, five days a week. And the, uh, the majority of the calls came from the US because that was where the biggest footprint was for the company.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60