2014, Average Handle Time and First call resolution

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2014

Average Handle Time

First call resolution

Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

APRIL 5, 2018

This will not only digitize and bring you to the new age, it will really super-charge important metrics like first call resolution and average handle time (which measures the total time to resolution, not just the average time per engagement) which are still weak for ChatBots.

Customer Care

Customer Care Chatbots Automotive Average Handle Time

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Improving Average Handle Time (AHT).

Contact Center

Contact Center Gamification Call Center Average Handle Time

Customer Contact Central

Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

Contact Center Trends 2021: The CX Watershed

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