Measuring CSAT

The many faces of Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is one of the most talked-about KPIs in contact centres.  It’s also a broader concept. In this book, “Your call is important to us”, Boris Najafov mentions that at least 3 KPIs are considered to be CSAT measurements. The first is First Contact Resolution (FCR). […]

Speeding up the Mona Lisa with Amazon Connect

Speeding up the Mona Lisa with Amazon Connect-OMNINGAGE Connect - Happier Staff Better CX

Every second counts – especially on cloud contact centres The cost of a call is directly related to how long agents spend handling it. For cloud based contact centres such as Amazon Connect, every second counts and every second is charged for. Average Handling Time (AHT) is the KPI that contact centre managers watch constantly. […]