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Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too.

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How To Analyze Call Center Performance: Key Metrics, Tips, and Tools

InMoment XI

Use a Conversational Intelligence Tool Some KPIs, like average handle time and first call resolution, are easy to measure with numbers alone. High first-call resolution scores are great, but not if the resolution left most customers angry. But numbers arent enough to paint a full picture.

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Customer Experience in Insurance: Strategies to Boost Customer Satisfaction

InMoment XI

Average Time to Bind: Tracks the time needed to finalize a policy after a customer accepts the quote. Shorter times indicate that you are properly utilizing digital solutions like automation to streamline your workflows.

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AI Orchestration 101: Making AI Work for Your Business

TechSee

Improved First Contact Resolution (FCR): When customers get the right help the first time, they’re happier, and your team is more efficient. Reduced Average Handling Time (AHT): Faster problem resolution means customers don’t have to wait, and agents can focus on complex issues.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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17 Key Ways to Improve Customer Experience in 2025

TechSee

40% reduction in average handle time (AHT). 47% improvement in Net Promoter Score (NPS). Real-World Results An electronics manufacturer has seen wildly successful results from using TechSee to enhance their CX operations: 30% increase in first-call resolution (FCR) rates.

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Customer Experience (CX) Analytics: A Complete Guide for 2025

Calabrio

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Eliminate bottlenecks that slow your contact center down Long hold times, periods of silence, and inefficient processes can plague contact centers, frustrate customers, and overwork agents.

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