BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The same is true for first call resolution and average handle times. Conversational AI can mimic human support through online chat—in whatever language a user desires—to help customers get to resolutions faster.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

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. The more loyal those customers are, the more they buy.

Metrics 219

Metrics Customer Care Measurement Contact Center 219