Sep 21, 2023
Boost contact center efficiency with our ACW reduction tips. Streamline post-call tasks for improved customer service.
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Boost contact center efficiency with our ACW reduction tips. Streamline post-call tasks for improved customer service.
I KPI del Customer Service (Parte 3): Average Handle Time
L’Average Handle Time non è solo un indicatore utilizzato per monitorare i tempi medi di gestione delle pratiche e, quindi, indirettamente, l’efficienza del nostro team ma, anche, un utile strumento per pianificare il personale del Customer Service.
Dell’Average Handle Time vi ho già parlato indirettamente nei due precedenti articoli dedicati ai KPI del Customer Service, quando vi raccontavo del First Contact Resolution e del First Response Time. Eppure, c’è ben altro da dire a riguardo, soprattutto perché, oltre ad essere uno fra i più interessanti indicatori di performance potenzialmente utilizzabili per monitorare l’efficienza del Cus…
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