CCNG
JULY 27, 2022
With the shift to multi-or omnichannel contact centers, today's emphasis is on customer experience. That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction.
Playvox
JANUARY 24, 2022
Industry researchers and analysts refer to these interactions as moments of truth , due to their ability to make or break the customer relationship. Ensuring that your company is providing a great CX is a journey that starts with the first step of understanding the purpose of customer experience metrics.
ViiBE Blog
AUGUST 17, 2021
CEM helps organizations with creating and maintaining long-lasting client relationships not just with the company’s products and services, but to the brand as a whole. CEM can sustainably turn your customers into brand ambassadors.
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