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Shreeja CS
Oct 8, 20223 min read
A Brief Overview of Average Handle Time (AHT)
The Average Handle Time for an agent to solve a customer issue is between 6.46 - 6.73 minutes, and it's different for different...
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Shreeja CS
Oct 8, 20222 min read
The Complete Guide for Average Resolution Time (ART)
The most important thing in communication is hearing what isn’t said. - Peter Drucker, Father of post-war management thinking What is ART...
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Shreeja CS
Jul 5, 20224 min read
What is First Call Resolution? And how do we improve the FCR rate?
For every 1% increase in the FCR rate, there is an equal 1% increase in the customer satisfaction (CSAT) rate of the service and the...
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Shreeja CS
Jul 5, 20223 min read
Boost Your Service Practices By Measuring Customer Satisfaction (CSAT)
51% of customers will never do business again with a company that offers a poor Customer Service Experience. What is CSAT? Customer...
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Shreeja CS
Jul 5, 20223 min read
Customer Effort Score (CES): A Complete Guide
In the current competitive landscape, it is easy for customers to switch to another brand or company if doing business with you becomes...
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