ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Originally used by marketers, the Net Promoter Score is another very common KPI used by Customer Care departments.

Blog 85

Blog Average Handle Time Customer Experience Net Promoter Score 85

Comm100

SEPTEMBER 28, 2022

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems.

Measurement 93

Measurement Average Handle Time Metrics Customer Satisfaction 93

Think Customers

NOVEMBER 1, 2021

Also use a warm transfer when dealing with a caller who has already had to call the contact center multiple times about the same issue. “Be Be human and take the time,” Shearer said of such calls. Don’t worry about your AHT (average handle time). Be human and make an exception for that.”.

Net Promoter Score 52

Net Promoter Score Contact Center Average Handle Time Customer Satisfaction 52