Team HGS

AUGUST 22, 2017

After a review of the vast benefits of a bots-brains approach—including improved average handle time (AHT) and response time, lessening of Tier I labor, and improved CSAT, Lauren took on pressing questions from our attendees. Q1: Do any of your clients have more digital interaction than voice today? Lauren: Yes, we do.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Kustomer

SEPTEMBER 3, 2020

So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. Generally, average handle time is not going to correlate at all to customer loyalty or to a meaningful metric in most environments. Chief Customer Officer 2.0

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52