Average Handle Time Customer Journey Effort Score Omnichannel 
BlueOcean
OCTOBER 6, 2020
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. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.
CSM Magazine
DECEMBER 8, 2022
What is a customer experience strategy, and why is it important? A customer experience strategy is a plan of action to improve the overall customer experience at every touch point in the customer journey, pre and post-sales. Build an omnichannel strategy. Bottom line.
Playvox
JANUARY 24, 2022
Simply providing an acceptable level of customer service while containing costs is no longer enough. In the age of digital disruption, customers now expect effortless and personalized omnichannel experiences, or they will likely take their business elsewhere.
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