Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV).

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV).

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Experience Investigators by 360Connext

JANUARY 12, 2021

While customer experience can often feel ethereal and difficult to measure, a Voice of the Customer Program can make it feel more tangible. If we measure customer sentiment, we can assign numbers and metrics to it. With six exercises to guide you before, during, & after the journey mapping process -- plus a journey map template.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

BlueOcean

OCTOBER 10, 2016

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint. Measuring, Training, and Coaching.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? You will need to establish metrics for measuring the success of employee training. Handpicked related content: How to measure customer experience beyond NPS ]. Operational Metrics: First Call Resolution (FCR). Call Support Center. Build a Team.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? You will need to establish metrics for measuring the success of employee training. The analytics results produced by the customer journey platform should be measured against these KPIs. Do they track customer journeys? Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43