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). The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. First Call Resolution (FCR).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

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). The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. First Call Resolution (FCR).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

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). The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. First Call Resolution (FCR).

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

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.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52