Contact Center Customer Care Effort Score Net Promoter Score 
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? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.
ShepHyken
SEPTEMBER 6, 2021
Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. I also smiled at his story about the customer who calls him so much, she refers to him as her boyfriend.
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BlueOcean
FEBRUARY 7, 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?
ProProfs Chat
MARCH 30, 2018
Ensure that they have the empowerment and autonomy to resolve customer issues. Check for dysfunction, customer care is challenging enough without fighting internal policies, or dysfunctional processes that don’t make sense or needlessly create problems. What is left are tougher, more complex customer issues.
Think Customers
OCTOBER 11, 2021
The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Learn more about contact center metrics today.
Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.
delighted
SEPTEMBER 20, 2019
Even if they have a problem with a product, 50% expect to find troubleshooting help online instead of contacting customer care. Because of this, over half of the customer journey is now automated online in most industries. Let’s start with a Customer Effort Score (CES) survey.
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