Average Handle Time, Lifetime Customer, Metrics and Net Promoter Score

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Average Handle Time

Lifetime Customer

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Net Promoter Score

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

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? 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. What should your outsourcer – and you – be measuring beyond those standard metrics?

Customer Care

Customer Care Contact Center Net Promoter Score Metrics

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

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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