Contact Centers, CRM Customer Engagement

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  • 1.  Report on customer time spent in phone tree

    Posted 03-21-2019 08:40 AM
    ​Anyone aware of a way to report on how long the customer spends in the phone tree making selections?

    Not talking about how long the customer spends waiting to reach a representative, just the time spent in the phone tree.

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    Travis Dorr
    Sr. Manager Contact Center Process and Systems
    Ortho Clinical Diagnostics
    Rochester
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  • 2.  RE: Report on customer time spent in phone tree

    Posted 03-21-2019 01:15 PM
    Travis,
    You could measure time spent in a vector that handles the phone tree, assuming you then exited the vector once all options were chosen.

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    Tom Lynn
    Principal Engineer
    Nordstrom, Inc.
    206-233-5870
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    Original Message


  • 3.  RE: Report on customer time spent in phone tree

    Posted 03-21-2019 02:00 PM

    Thank you. I am going to check that out!

     




    Original Message