Average Handle Time, Call Center Solutions and Net Promoter Score

How to evaluate a call center agent’s performance?

ViiBE Blog

APRIL 28, 2021

We will introduce you to some crucial KPIs and explain how to use them to improve your call center agents’ performance. Here are the five KPIs that we will focus on: Average Handle Time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center

Call Center First Call Resolution Average Handle Time Virtual Call Center

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology

TechSee

JUNE 11, 2019

Verification of resolution: visually confirming that the issue is indeed resolved goes a long way toward avoiding repeat calls about the same issue. KPI #3: Net Promoter Score (NPS). KPI #4: Average Handling Time (AHT). Visual Assistance increases FCR across industries by 22% after eighteen months.

Self Service

Self Service Technology Customer Service Contact Center

Customer Experience Update

How to evaluate a call center agent’s performance?

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology

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