BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Need a hand? Contact us here.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

OCTOBER 6, 2020

Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey. How do those NPS and CSAT scores look? Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?” Is the anecdotal feedback positive and encouraging?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Responsetek

MAY 8, 2018

Working with our CEM platform, our insurance clients typically see an average improvement in NPS® (satisifaction score) of 12.0 PTS within the first 12 months of program launch. An example of this customisation can be seen using first-call resolution (FCR). Download eBook.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Pointillist

JULY 25, 2018

Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Handpicked related content: How to measure customer experience beyond NPS ]. Operational Metrics: First Call Resolution (FCR). Here are a few to get you started: Customer Journey Analytics 101 (eBook).

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Pointillist enabled the telecom company to quantify the returns from the customer outreach investment, both in terms of ticket resolution rates and NPS scores. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43