ShepHyken

JULY 11, 2022

The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time). The ones you want are about the customer and include CSAT, NPS, CES, CLV, and more. Here’s a question (and an answer): What metrics should we use to gauge success?

Customer Service 25

Customer Service Average Handle Time Metrics Social Media 25

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker. Intermediate/Operations focused. .” – Scott Walker. “If

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker. Intermediate/Operations focused. .” – Scott Walker. “If

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78