Benchmark, Business Process Outsourcing, Customer retention and Wait times

What Your Net Promoter Score Really Means—and How to Measure It

Global Response

NOVEMBER 21, 2023

This can offer valuable insights into how to improve and common customer perceptions, values, and concerns. Benchmarking Your NPS More important than attempting to reach a “perfect” NPS is charting your NPS score over time, understanding trends , and measuring yourself against industry benchmarks.

Benchmark

Benchmark Surveys Healthcare outsourcing

22 Call Centre Metrics & KPIs to Measure Your Customer Service Efforts

Select VoiceCom Blog

NOVEMBER 17, 2022

First contact resolution (FCR) FCR determines how many customers had their issue resolved within their first call or message. Having a good FCR means you get a positive customer retention rate, which can help make more promoters for your business.

Metrics

Metrics Customer Service Abandon rate Interactive Voice Response

Customer Contact Central

What Your Net Promoter Score Really Means—and How to Measure It

22 Call Centre Metrics & KPIs to Measure Your Customer Service Efforts

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