Average Handle Time, Effort Score and Lifetime Customer

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Average Handle Time

Effort Score

Lifetime Customer

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

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

Customer Care Contact Center Net Promoter Score Metrics

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. Data is the GPS Mapping Your Customer Experience.

Metrics

Metrics 2019 Customer Care Measurement

CXDNA 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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