GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Use CSAT at key points in the sales process.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Relationship Metrics

MAY 12, 2017

The following discussion comes from a study conducted in an inbound sales and (sister) service group. But, that is not usually the case and it’s not very surprising when you think about an effective external quality monitoring (eQM) program that uses a post-call survey.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62