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.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

OCTOBER 6, 2020

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. Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Responsetek

MAY 8, 2018

A brand’s reputation, as Bezos highlights, isn’t simply a clever marketing ploy, it is a true representation of a company’s efforts to impress their customers and deliver on their brand promise. The insurance industry is a highly competitive market that relies on excellent service to keep customer satisfaction high.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Stella Connect

JUNE 28, 2018

The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. The brand would solidify its reputation as a customer service leader, to its competitors’ dismay. They balk at negative feedback , dismiss their QA scores, and come to dread these encounters. .

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. The brand would solidify its reputation as a customer service leader, to its competitors’ dismay. They balk at negative feedback , dismiss their QA scores, and come to dread these encounters. .

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Handpicked related content: How to measure customer experience beyond NPS ].

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. Build Organizational Readiness for Customer Journey Analytics Customer journey analytics is worth all the time, effort and resources you invest in it, but to get its full potential you have to integrate it seamlessly within your organization.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43