Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Definition Net Promoter Score 75

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.

Measurement 98

Measurement Average Handle Time Metrics Customer Satisfaction 98

Calabrio

MARCH 22, 2025

Go Deeper: Related Resources to Explore The Definitive Guide to Call Center Workforce Management Contact Center Forecasting Guide How to Drive Call Center Employee Engagement Managing Contact Center Processes: Strategizing for Operational Efficiency With empowered agents in the right place, your contact center will go far.

Contact Center 52

Contact Center Management Call Center Measurement 52

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). Average Handle Time (AHT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). Average Handle Time (AHT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). Average Handle Time (AHT).

Customer Experience 49

Customer Experience Net Promoter Score Contact Center Average Handle Time 49

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. Let’s investigate. . Offer Self-Service and Automation – Correctly.

Call Center 48

Call Center Customer Satisfaction Net Promoter Score Average Handle Time 48