Kate Leggett on AHT, FCR, customer satisfaction and loyalty

Kate Leggett on AHT, FCR, customer satisfaction and loyalty

Kate Leggett on AHT, FCR, customer satisfaction and loyalty

Date: Jun 02, 2011

In this video Forrester's Kate Leggett discusses balancing customer service metrics like handle time versus hold time, mapping key performance indicators to corporate goals and how customer satisfaction is linked to loyalty and share of wallet. She also shares her thoughts on how contact center technology buyers need to consider metrics as part of their purchasing decisions.

Kate shares some more thoughts on KPIs, Balanced Scorecards and customer service metrics on her blog.

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