Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. This means that measuring the return on investment of CX projects is vital – particularly as they have to compete for funding with other programs.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. How to reduce Average Handling Time and improve quality.

Net Promoter Score 50

Net Promoter Score Metrics Average Handle Time Return on Investment 50

Pointillist

MARCH 1, 2019

Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher. In fact, a recent survey of U.S.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher. In fact, a recent survey of U.S.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40