Education Services Group

MAY 12, 2022

Those of you who are connected with me on social may have heard this story before…but what you don’t know is what happened during the subsequent games: struck easily, first, and hard, without the possibility of touching another ball for the rest of the block—back to normal. Do you see the connection to Net Promoter Score (NPS) yet?

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

FEBRUARY 13, 2024

Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration? CRM Call Center Integration seamlessly combines a customer relationship management (CRM) system with call center operations. It’s a win-win. All enabled by NobelBiz leading contact center technology.

Call Center 59

Call Center Self Service Software Contact Center 59

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Kustomer

JULY 1, 2021

We work in call centers, the video game industry, we’re doing a fair amount now in the medical device field. They’re probably going to call back. Your first call resolution is going to tank and your cost just doubled in an effort to save a penny in wait time. Customer effort score.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

ViiBE Blog

AUGUST 27, 2021

These include Customer effort score (CES) , customer satisfaction (CSAT), as well as customer service KPIs like Net Promoter Score (NPS) and first call resolution (FCR). ViiBE includes a three-question post-call survey to measure employee performance and customer satisfaction. Natalia Barszcz.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

West Monroe

NOVEMBER 29, 2021

For example, an organization could conduct user research—asking questions, gathering feedback, and scheduling “ride-alongs” next to member advocates—and analyze data on average call time, first-call resolution rates, net promoter scores (NPS), and other key metrics.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Pointillist

JUNE 15, 2018

We have spent a lot of effort trying to understand why subscribers are leaving and when exactly they make the decision about leaving us—in many cases it’s months before their last activity on the network. Dollar Shave Club was perhaps best known for its viral branding powers—who can forget it’s startup video? Strong focus on retention.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110