First Call Resolution, Lifetime Customer and Net Promoter Score

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First Call Resolution

Lifetime Customer

Net Promoter Score

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

BlueOcean

OCTOBER 6, 2020

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process.

Customer Care

Customer Care Contact Center Effort Score Net Promoter Score

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. The more loyal those customers are, the more they buy.

Metrics

Metrics Customer Care Measurement Contact Center

Customer Experience Update

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

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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