Interactions

APRIL 2, 2025

This level of personalization speeds up interactions, saves retail consumers precious time, and shows that your company cares about their convenience and their business. 81% of customers prefer companies that offer a personalized experience.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

HGS

JUNE 20, 2018

Real outcomes are cost-containment, better average handle time (AHT), lower product return rates, and improved CSAT. Customer breaks in (with reminder of who is always right): Sounds great for the business, but what’s the net gain for me? But we like to let our customers speak for themselves. Thank you.”.

Upselling 100

Upselling Average Handle Time Education Customer effort 100

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Interactions

JULY 9, 2024

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

Interactions

JULY 9, 2024

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

JivoChat

AUGUST 24, 2021

Keep in mind that certain situations can create outliers that impact this metric, such as a computer error, website crash, or if a customer service agent was out of the office. Average Handle Time (AHT). You need to evaluate whether this is due to customer service, price, or other factors. Aiza Coronado.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59