First Call Resolution, Lifetime Customer, Measurement and NPS

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care

Customer Care Contact Center Effort Score Net Promoter Score

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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

Metrics Customer Care Measurement Contact Center

Customer Experience Update

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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