Customer Retention Customer Satisfaction First Call Resolution Lifetime Customer 
BlueOcean
OCTOBER 4, 2023
The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.
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 ). Total Value Returned Rate is a key metric that also has to be tied to customer retention.
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