BlueOcean
OCTOBER 6, 2020
Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process.
TechSee
MAY 29, 2018
Customer Service KPI #1 – NPS (Net Promoter Score). Customer satisfaction is critical as it impacts churn and customer lifetime value. Customer Service KPI #2 – FCR (First Contact Resolution).
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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. Secrets to Incredible Customer Service with Paul R.
Pointillist
SEPTEMBER 10, 2020
Journey orchestration is most successful when embedded within a comprehensive customer journey management approach, which enables teams across your organization to improve CX and business outcomes simultaneously. The customer care team oversees the call center, IVR, chat and other customer service channels.
Pointillist
MARCH 20, 2019
But the revenue impact of customer satisfaction can and must be measured. Use your key customer satisfaction metric (NPS, CSAT or another) for this calculation. Determine what a 1-point increase in Net Promoter Score or CSAT is worth in terms of additional sales or improved customer retention.
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.
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