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consumers the ability to connect with you through the channel of their choice. This could be your website, a chatbot, a live chat, or a messaging application such as WhatsApp or Messenger. These channels are often faster than the phone, especially for routine questions, reducing the agent's workload. The asynchronous side offers clients the possibility to process their requests without stopping everything on their side. Additionally, with omnichannel, you can distribute incoming interactions across multiple channels, facilitating the management of customer service.
  
Set the right KPIs for faster Malaysia phone number list response times Continuously try to reduce customer response times by analyzing performance and measure against relevant KPIs and metrics. This enables you to identify areas for improvement, whether it's modifying processes, adding resources, or enhancing training. Examples: First Call Resolution: These are cases where the problem is resolved after one call. Ticket reopening rate: Once the issue is resolved, the agent closes the ticket and continues working on it. Problems may be fixed on the spot, but come back the next day. Or he's not quite, but faced with a question no one else can answer, the client will bear with it and call back later.



Therefore, ticket reopening rate is an indicator of compliance and quality to monitor. Handle Time: This metric represents the average duration of an interaction with a customer, usually measured from the start of a call, covering all calls and hold times until the end of the call. Cost per contact: This KPI is calculated by dividing the total operating expenses of the contact center by the time it takes to process a request. This work includes all contact methods, including phone calls of course, but also instant messaging, email, etc. Since customers always expect faster response times, businesses must continually focus on increasing speed without sacrificing quality. The benefits are clear: happier, more loyal customers, more efficient operations and higher revenue. Find out how Enghouse Interactive's solutions can help you optimize customer service.