Call Center, Customer Service, eBook and Lifetime Customer

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset. Sound complicated?

Metrics

Metrics Customer Care Measurement Contact Center

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

Customer Care

Customer Care Contact Center Effort Score Net Promoter Score

Customer Experience Update

Are You Using 1999 Metrics to Measure 2019 Customer Care?

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

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