Benefit:
Key metrics:
– CSAT score, positive ratings v negative ratings, benchmark
– Average Handle Time (AHT), agent touches
Benefit:
Key metrics:
– FRT, one-touch tickets, AHT, & agent touches
– Tickets backlog, reassignments, & solved
– ASAT & agent turnover
Benefit:
Key metrics:
– Implementation time
– TCO
– Payback
– Cost of maintaining current system