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Average Handle Time: The Good, the Bad and the Ugly
February 12 by Alex LowenthalAverage handle time is the total amount of time spent by a call center representative in dealing with a caller’s issue, including information gathering and documentation, issue resolution/esca...
Three Ways to Bring the Call Waiting Times Under Control
December 21 by William Bleuel, PhDOne of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the pas...
The Key to Making Your Voice of the Customer Actionable: Choosing the Right Metric
June 17 by Reg GoekeThe key to profitably increasing revenue and market share lies in creating and delivering superior competitive value—and this is especially true in a lean economic environment. Ask all your cust...