Upcoming Webinar

Death of Average Handle Time: Your Support Experience, Reimagined

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Join us February 28, 2019

9:00 AM PT / 12:00 PM ET

Business leaders are prioritizing customer experience and the high Net Promoter Score (NPS)—and revenue—associated with it. As a result, IT and customer support organizations are being asked to differentiate the support experience for customers while generating cost savings. It's the ultimate challenge.

In this session, TSIA’s John Ragsdale and Kat Caporiccio of LogMeIn will discuss:
  • AHT, CES, NPS, CSAT—can they coexist?
  • How to get comfortable with an increase in average handle time.
  • Where you can gain efficiencies outside of call time.

 

Presented By:

JOHN RAGSDALE

Distinguished VP, Service Technology Research, TSIA

KAT CAPORICCIO

Senior Customer Relationship Manager, Rescue

Publish Date: February 28, 2019