Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?
BlueOcean
OCTOBER 6, 2020
Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey.
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