AHT, or Average Handle Time, is a key performance indicator (KPI) in call centers that measures the average amount of time an agent spends on handling a customer interaction, from the initial contact to the resolution of the issue. It includes both the talk time and any after-call work (ACW) needed to complete the interaction. Reducing AHT is often a priority for call centers, as it directly impacts operational efficiency and customer satisfaction.
QoE (Quality of Experience) measures the overall satisfaction of users with a service, such as streaming or communication, based on their personal perception of the performance and reliability.
QoS (Quality of Service) is a set of technologies used to manage and prioritize network traffic, ensuring that critical applications like voice or video calls receive the necessary bandwidth for optimal performance.
QoS – Quality of Service refers to the ability to prioritize network traffic to ensure certain types of data, such as video or voice, are delivered smoothly and without interruption.
A process where supervisors and managers align quality standards and performance evaluations, ensuring consistent customer service across the organization.
Strategic frameworks for maintaining high service standards, including guidelines for monitoring, assessing, and improving customer interactions and operations.
Queue Management involves organizing and controlling the flow of customer requests or calls in a service system, often using software to manage waiting times and improve service efficiency.
Queue Management is the process of organizing and overseeing customer or call queues in order to reduce wait times and improve service efficiency, often using automated systems to prioritize tasks.
Efficient problem-solving techniques that aim to address and resolve customer issues as swiftly as possible, improving satisfaction and reducing churn.
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