Episode 153 – Rewind – Measuring Asynchronous Interactions

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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

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Book of the Day: Monitoring, Measuring, & Managing Customer Service – Gary S. Goodman, PhD

How to Measure 3 Types of Handle Time

  • Types of Handle Time
    • Linear
      • Used for: Telephone Calls
      • What does this mean: Represents one call happening at a time.
      • Give me an example: Think of a single straight line from point A to point B
      • What does it look like?
        • A _______________________________________B
        • This one line represents a single, complete transaction
        • One agent would handle the entire transaction, unless the call was transferred at some point to another agent
      • How do I measure it: From the time the agent gets on the line until the agent finishes the post call wrap-up work, including:
        • Talk Time
        • Hold Time
        • Transfer Time
        • Agent Wrap-Up
    • Concurrent
      • Used for: Chat
      • What does this mean: Represents more than 1 interaction occurring simultaneously, or concurrently
      • Give me an example: 
        • Think of a single straight line from point A to point B
        • Now imagine two shorter straight lines right underneath the single straight line
      • What does it look like?
        • A _______________________________________ B
        • A     _________________                                                        B
        • A                                             ____________________        B
        • Each line above represents a single, complete transaction.
        • Meaning this would be 3 concurrent chats.
        • One agent would handle all 3 of these chats at the same time with some potential overlap in time worked (as agents toggle between chats)
      • How do I measure it?
        • From one point in time to another
        • Total Chat Time + Total Wrap Time all divided by Total Engaged Time
    • Asynchronus
      • Used for: 
        • Social Media Interactions
        • SMS Interactions
      • What does this mean: According to the Linux Information ProjectAsynchronous communication is the exchange of messages, such as among the hosts on a network or devices in a computer, by reading and responding as schedules permit rather than according to some clock that is synchronized for both the sender and receiver or in real time. It is usually used to describe communications in which data can be transmitted intermittently rather than in a steady stream.
      • What does it look like:
        • A_  _                     ________   __     _____                               __B
        • A   _    __          __                                              ____                          B
        • A               ____      ___                                                  ______       B
        • Each line above represents a single, complete transaction
        • Meaning this would be 3 asynchronous chats
        • A different agent could potentially handle each segment of each conversation
  • What Do I Do Next?
    • Share this with your WorkForce Management Team
    • Make sure your Social Customer Engagement Platform is capturing your Handle Time correctly
    • Use this to inform
      • Staffing determinations
      • Staff Scheduling
      • Financial discussions around ROI for your channels

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    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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