2011, Average Handle Time and Effort Score

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2011

Average Handle Time

Effort Score

The Power of Wait Time in Driving the Customer Experience

Kustomer

JULY 1, 2021

He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. Tom, do you think the KPI average handle time is antiquated? Customer effort score. Tom and I go way back. Tom Rieger: (20:10).

Customer Experience

Customer Experience Call Center Contact Center Customers

Learning to Adapt in an Ever Changing Market With Nate Brown

Kustomer

SEPTEMBER 3, 2020

So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. Generally, average handle time is not going to correlate at all to customer loyalty or to a meaningful metric in most environments. Gabe Larsen: (02:36). Nate Brown: (02:37).

Marketing

Marketing Effort Score Metrics Loyalty

CXDNA Update

The Power of Wait Time in Driving the Customer Experience

Learning to Adapt in an Ever Changing Market With Nate Brown

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