They are a bigger power couple than Posh and David Beckham. Average handle time and first call resolution. Analytics integrated with flow visualization can help gauge the incidence of both. Every business should strive for high first call resolution rates and low average handle times. Combined they procure a superior and elite customer service experience for consumers everywhere. Both comprehensive APIs and virtual helpdesks with CRM technology can help any organization make strides with both first call resolution and average handle time rates.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent
Below is a paragraph which explores the dynamic between AHT and FCR:
- Average Handle Time is a precursor to First Call Resolution. A self-service manual can help keep both clients and agents in the game with these devices embedded in any web page. Clients can also be rest assured when accessing these virtual manuals as they are secured by https. These interactive customer service manuals yield lightning fast search results which inherently lower average handle time and help find a resolution faster. In return, this will ultimately raise first call resolution rates.
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