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 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

FEBRUARY 9, 2016

From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. 4 Ways To Preserve Customer Loyalty When Call Volume Spikes from Blue Ocean Contact Centers.

Loyalty 136

Loyalty Average Handle Time Contact Center Wait Times 136

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The same is true for first call resolution and average handle times.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. These types of leading indicators measure success across the entire customer lifecycle.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. These types of leading indicators measure success across the entire customer lifecycle.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

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 156

Customer Care Contact Center Effort Score Net Promoter Score 156