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This interview is with Mike Milburn, ChiefCustomerOfficer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and averagehandletime are great, but what you really want to do is avoid a second interaction. Happier agent, happier customer.
This interview is with Mike Milburn, ChiefCustomerOfficer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and averagehandletime are great, but what you really want to do is avoid a second interaction. Happier agent, happier customer.
Generally, averagehandletime is not going to correlate at all to customer loyalty or to a meaningful metric in most environments. ChiefCustomerOfficer 2.0 You definitely need some operational data in there that’s specific to a contact center or support environment. Nate Brown: (17:29).
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