SurveySensum

APRIL 28, 2023

And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it! Many businesses use NPS as a tool to measure and improve customer loyalty. But how effective is NPS in customer service? To use NPS effectively in customer service, you need to go beyond just asking the NPS question.

NPS 52

NPS Loyalty Measurement Customer Service 52

CSM Magazine

JUNE 25, 2021

It’s not just live chat that’s a saving grace for retailers, brands can pick from an abundance of omnichannel options. Self-serve goes far beyond simply servicing tracking needs and reducing WISMO and WISMR contacts – it allows retailers to connect with customers and increase brand engagement at every touchpoint of the delivery journey.

Retail 76

Retail Average Handle Time Competitive Advantage Omnichannel 76

Pointillist

SEPTEMBER 28, 2021

Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. Integration. eGain Knowledge Hub simultaneously transforms customer and agent experiences.

Management 52

Management Contact Center Average Handle Time Magazine 52

eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. Integration. eGain Knowledge Hub simultaneously transforms customer and agent experiences.

Contact Center 52

Contact Center Average Handle Time Magazine Healthcare 52

eGain Blogs

FEBRUARY 7, 2020

Average Handle Time (AHT). Average Speed to Answer (ASA). In fact, any agent there is now able to handle any call, the “holy grail” in contact center customer service! AVERAGE HANDLE TIME (AHT). Annual Training Hours (ATH). Call deflection / Email deflection / Chat deflection. Impact on metric.

Call Center 52

Call Center Metrics Contact Center Management 52