The average amount of time an agent spends engaged with a customer. Reducing this by even a second can translate into millions in savings.
How much post-call time the agent is taking. Every second an agent spends doing After Call Work is taking away valuable customer facing time.
How often a customer concern is solved adequately in a single call. This generally correlates with Customer satisfaction.
Normally customer satisfaction measured as a yes or no, or on a scale of 0 to 10 point.
Unified Service Desk brings all a customer’s information onto a single interface. That allows the agent to deliver fast and accurate customer service.
The percentage of an agent’s time actually spent engaged with customers.