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. Need a hand? Contact us here.

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Pointillist

JULY 25, 2018

and delivers meaningful ROI. 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). Pick a mix of financial, customer and operational metrics.

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Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

and delivers meaningful ROI. Top Telecom Provider Rapidly Quantifies ROI with Pointillist A large, top 5 U.S. Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.)

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Customer Journeys Analytics How To Metrics 43