2003, Customer effort and Interactive Voice Response

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2003

Customer effort

Interactive Voice Response

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

JUNE 20, 2017

Paul: In terms of comparing chat to voice and the IVR, it has a long way to go. People will still generally evaluate the voice call with a higher degree of satisfaction, because of the human interaction. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience.

Contact Center

Contact Center Consulting Consulting Healthcare

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

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