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. How do those NPS and CSAT scores look? Are their values still clearly aligned with your brand?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Bold360

MAY 26, 2020

The way a customer feels about your brand will shape not only how loyal that customer is but also how often that customer refers your business to friends and family. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line. The CX opportunity.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

BlueOcean

MAY 16, 2017

We all have that image in our heads of the stereotypical call center where there’s been no investment in the agent experience and all the energy goes into keeping overhead low. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value.

Contact Center 136

Contact Center Call Center Government Culture 136

NobelBiz

FEBRUARY 15, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

NobelBiz

FEBRUARY 21, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

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.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132