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This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customercare processes a boost. .
Customer Service KPI #1 – NPS (NetPromoterScore). Customer satisfaction is critical as it impacts churn and customer lifetime value. Customer Service KPI #2 – FCR (First Contact Resolution). Research has found that improving NPS shows a direct positive effect on a company’s bottom line.
As it turns out, a customer’s experience when contacting your callcenter could make the difference between sticking with your business and choosing a competitor. One of the best ways to evaluate customer feedback is through the NPS or NetPromoterScore.
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