Abandon Rate Customer Centricity First Call Resolution Net Promoter Score 
Pointillist
JANUARY 25, 2019
The second approach produces a more accurate FCR since it excludes repeat calls. Net Promoter Score (NPS) Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction.
Eptica
SEPTEMBER 28, 2015
Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing.
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