Experience Matters
JANUARY 6, 2015
Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. They will also replace efficiency metrics, such as average handle times, with more customer-oriented measures. Human Resources Participation.
Oracle
MAY 26, 2020
In short, they needed a cloud solution that could handle their business’s complexity and empower them to configure and integrate the system to fit their needs. They looked at a few systems and eventually invested in Oracle B2C Service in May 2013 and later added Oracle Field Service.
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Innovative CX
AUGUST 10, 2021
In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While average handle time was a frequently used performance indicator for agents, it can be better used as a health metric.
Magellan Solutions
AUGUST 8, 2021
Average Handle Time (AHT). This is the elapsed time between when an agent answers a call and when the agent disconnects with them. . The average cost per outbound telemarketing call in the Philippines is $6/hour, and the average call per agent is around 70. In the business world time means money.
ViiBE Blog
DECEMBER 21, 2020
Important KPIs to track: Time to diagnosis First contact resolution (FCR) Time to resolution Number of escalations Technical dispatch rate Average handling time. Aberdeen Group’s 2013 field service report showed that organizations with an FCR above 80% experienced a 6.2%
Magellan Solutions
JULY 2, 2021
Average Handle Time (/minutes). To measure that, compare each company’s price to its average handling time. Average Handle Time (/minutes). Average Calls Received per Hour. It is also important to look at companies AHT or Average Handling Time. .
CSM Magazine
OCTOBER 15, 2018
Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.
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