InMoment XI

FEBRUARY 8, 2024

These scorecards typically include customer experience KPIs and metrics such as case resolution times, customer satisfaction ratings, and overall call quality. This training needs to extend beyond the normal onboarding process, but exist in a semi-regular fashion such as quarterly, biyearly, or annually.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Education Services Group

MAY 12, 2022

The rules are standard team dodgeball: struck players sit in order of being hit, caught balls allow for teammates to come back into the game, and for games that went on too long, the teacher could call “red line” allowing the teams to get closer before firing. Do you see the connection to Net Promoter Score (NPS) yet? Keep reading.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

CX Journey

JUNE 23, 2016

Link your customer experience metrics to financial outcomes. You've got call center data, e.g., call volume, hold time, wait time, first call resolution, etc. Link that data to the customer experience metrics you're getting through listening to customers. Work with your CFO to get the data you need.

ROI 109

ROI Customer Experience First Call Resolution Call Center 109

Pointillist

JUNE 15, 2018

Richard Boire, of Boire Filler Group , lays out this difference in a compelling fashion. Through its tiered program, it provides a level of personalized customer experience that sets Neiman Marcus apart from other fashion brands. As a result, you have to deduce customer retention based on activity within a certain period of time.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110