Average Handle Time, Effort Score and Lifetime Customer

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 Measurement Contact Center

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

BlueOcean

OCTOBER 6, 2020

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. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care

Customer Care Contact Center Effort Score Net Promoter Score

Customer Experience Update

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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

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