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

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. How do those NPS and CSAT scores look? These scores and metrics aren’t the only way to look at the customer experience, though.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Pointillist

JULY 25, 2018

Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Operational Metrics: First Call Resolution (FCR). Here are a few to get you started: Customer Journey Analytics 101 (eBook). Churn Rate.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

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. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43