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 219

Metrics Customer Care 2019 Measurement 219

InMoment XI

JANUARY 4, 2024

Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand.

Retail 260

Retail Customer Experience Social Media NPS 260

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. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

CSM Magazine

JUNE 12, 2015

For anyone who doesn’t like the sound of that (and we certainly don’t), it’s important that you are effectively measuring the customer service performance metrics that roll up into the customer value equation. Can Any One Contact Center KPI Boost Customer Lifespan? Customer Effort Score (CES).

Lifetime Customer 69

Lifetime Customer Measurement Customer Service Contact Center 69