Stella Connect

JUNE 25, 2018

Consider the variables that go into your center’s Customer Satisfaction (CSAT) rating holistically, highlighting the relationship between FCR and NPS. If your center’s goal is to improve its First Call Resolution rate, the quality of each customer interaction takes precedence over your team’s Average Handle Time (AHT) per-call, for example.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Consider the variables that go into your center’s Customer Satisfaction (CSAT) rating holistically, highlighting the relationship between FCR and NPS. If your center’s goal is to improve its First Call Resolution rate, the quality of each customer interaction takes precedence over your team’s Average Handle Time (AHT) per-call, for example.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Kustomer

SEPTEMBER 3, 2020

Or, are most people still kind of using the, again, the age old debate, a hold time and an NPS and things like that as they go through their journey. As you get into that marketing area, a great marketing metric is NPS. Yeah, I mean, it’s hard to put a pin on that. Gabe Larsen: (02:36). Nate Brown: (02:37). I love those.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52