| Menu |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| |
=> Non ancora registrato?
guadagnare su internet Forum - Prioritizing speed or Quality in support? Let’s discuss Ninjaj (Invitato)
| | Our metrics clash, management wants faster replies, but customers complain about shallow solutions. How do we align speed with depth? | | | | djproducer (Invitato)
| | Layer your approach, that’s what I did. Bots handle instant, simple replies (“Order status: shipped&rdquo  , while agents tackle complex tickets. Use this effectiveness and response time framework : Track First Contact Resolution (FCR) and Average Handling Time (AHT). Zappos, for instance, trains agents to resolve 80% of issues in one chat, even if it takes longer. Reward agents for FCR, not just speed. |
Rispondere:
Totale topic: 1358 Totale post: 53799 Totale utenti: 835 Ora online (utenti registrati): Nessuno 
|
|
|
|
|
|
|
|
|
|
|
|
|
, while agents tackle complex tickets. Use this 
