eBook First Call Resolution NPS ROI 
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.
Pointillist
JULY 25, 2018
and delivers meaningful ROI. 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). Customer Effort Score(CES). Churn Rate.
Pointillist
JULY 25, 2018
and delivers meaningful ROI. Top Telecom Provider Rapidly Quantifies ROI with Pointillist A large, top 5 U.S. Pointillist enabled the telecom company to quantify the returns from the customer outreach investment, both in terms of ticket resolution rates and NPS scores.
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