ClientSuccess

FEBRUARY 22, 2023

Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? 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.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

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

Clarabridge

MAY 30, 2017

hold times, call length, first call resolution) but fail to look at the experience holistically. Download the eBook to find out. Currently, most organizations assess customer care by productivity (i.e. This method can be useful, but incredibly dangerous long term. Think you have a handle on your Contact Center?

Contact Center 45

Contact Center First Call Resolution Telecommunications eBook 45

Stella Connect

JANUARY 19, 2018

It’s important to take multiple performance metrics into account, both internal and VoC, so you’ll know you have a complete picture and you’re measuring things that matter. The inputs you use could be anything from customer feedback and QA scores to average handle times and first-call resolution.

Call Center 41

Call Center Training How To Average Handle Time 41

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Some considerations: What is our primary goal as we measure and strive to improve the overall customer experience? Download eBook.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Stella Connect

JUNE 28, 2018

QA reviews based on random, days-old, unrepresentative contacts—and a manager’s or QA leader’s subjective opinion on vague performance measures—neither benefit nor sit well with agents. Check out two of our recent eBooks, “ How to Use Coaching and Training to Drive Contact Center Performance ” and “ Doing Contact Center QA the Right Way.”.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40