Call Center Contact Center Customer advocacy Customer effort 
NICE inContact
OCTOBER 5, 2017
Customer Satisfaction (CSAT). Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. First Call Resolution (FCR).
NICE inContact
OCTOBER 5, 2017
Customer Satisfaction (CSAT). Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. First Call Resolution (FCR).
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NICE inContact
OCTOBER 5, 2017
Customer Satisfaction (CSAT). Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. First Call Resolution (FCR).
JustCall
MARCH 9, 2023
Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed.
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