BlueOcean

OCTOBER 6, 2020

Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential. Is communication still going strong and do you feel comfortable in those interactions? Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 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.

Metrics 219

Metrics Customer Care 2019 Measurement 219

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Zeisler Consulting

NOVEMBER 9, 2022

Even operational measures (think: Average Handle Time, First Contact Resolution, etc.) often drive people to do something that negatively impacts the Customers’ experiences. Similarly, CSAT, NPS, Customer Effort Score, and yes even Brand Alignment Score are all too vague. how to improve it.

NPS 72

NPS Metrics Effort Score Average Handle Time 72

Chattermill

JUNE 3, 2019

Where NPS measures a customer’s overall perception of a brand, customer satisfaction (CSAT) measures how satisfied a customer is with a specific product, service, or interaction with a brand. From there, brands have an opportunity to identify problem areas and link them to a particular phase in the customer journey.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. Here are the nuts and bolts.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

JANUARY 25, 2019

According to industry analyst firm CEB, customer satisfaction really suffers after high-effort or time-intensive interactions. CES asks customers to evaluate how much effort they had to put in to get their issue resolved. It is the average cost for each call handled by a call center.

Call Center 75

Call Center Metrics Definition Net Promoter Score 75