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Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think AverageHandleTime) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.
Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), AverageHandleTime (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.
The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and averagehandletimes.
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