Average Handle Time Brands Lifetime Customer 
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. Data is the GPS Mapping Your Customer Experience.
BlueOcean
OCTOBER 4, 2023
When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The impact of bilingual support on the customer experience cannot be understated.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
BlueOcean
FEBRUARY 14, 2024
Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. They’re loyal, they’re brand evangelists, and they’re used to hearing your unique brand voice.
BlueOcean
FEBRUARY 14, 2024
Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. They’re loyal, they’re brand evangelists, and they’re used to hearing your unique brand voice.
BlueOcean
OCTOBER 6, 2020
Are their values still clearly aligned with your brand? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. What Service Level Metrics Are Most Relevant to Your Business Now?
Expert insights. Personalized for you.
219 
Let's personalize your content