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Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customersatisfaction ratings and building customer loyalty through personalized service.
It improves customer experiences. The analytical insights help improve customersatisfaction and retention. For example, if customers frequently complain about long wait times, managers can quickly adjust staffing or implement self-service options.
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness.
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