ShepHyken

MARCH 30, 2018

Originally used by marketers, the Net Promoter Score is another very common KPI used by Customer Care departments. Average Handling Time. A lower Average Handling Time means more satisfied customers, more productive agents and a lower cost per interactions. Type: Customer Centric.

Blog 90

Blog Average Handle Time Customer Experience Net Promoter Score 90

Michel Falcon Experience

FEBRUARY 11, 2019

My career started in 2007 as a call center agent in my early twenties. But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. How many people are familiar with net promoter score?

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture 2019 Engagement Net Promoter Score 12