Average Handle Time, Effort Score, Interaction and Lifetime Customer

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Average Handle Time

Effort Score

Interaction

Lifetime Customer

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

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

Customer Care Contact Center Net Promoter Score Metrics

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. Data is the GPS Mapping Your Customer Experience.

Metrics

Metrics Customer Care 2019 Measurement

CXDNA 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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