Spearline

MARCH 2, 2021

What impact would that have on your customer experience? It’s important to get the basics right first. There are many tactics for improving customer experience, and hence CSat (customer satisfaction) levels, NPS (net promoter score), and CES (customer effort score).

Call Center 98

Call Center Customer Experience First call resolution Outbound sales 98

Spearline

NOVEMBER 2, 2021

What impact would that have on your customer experience? Customer experience It’s important to get the basics right. There are many tactics for improving customer experience. Improved CX raises CSat (customer satisfaction) levels, NPS (net promoter score), and CES (customer effort score).

Contact Center 52

Contact Center First call resolution Outbound sales Airlines 52

Spearline

NOVEMBER 12, 2018

In a panic, you call the number on the back of the card but the connection is so poor you end up shouting your card details down the phone in public. What impact would that have on your customer experience? Customer experience. Call durations/handling times and first call resolution.

First call resolution 40

First call resolution Outbound sales Airlines Chatbots 40

Callminer

NOVEMBER 25, 2019

Improving along this metric is of obvious importance to most call center managers. First Contact Resolution. Also known as first call resolution , this metric clues team leaders in on agents’ abilities to quickly handle issues without subsequently revisiting them. Outbound Call Centers.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Defining the scope of a customer journey analytics project involves setting basic parameters around its size, complexity, goals, and function.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. The Champion is typically an influential member of the marketing, customer experience or analytics team.

Analytics 43

Analytics Metrics Government Journey mapping 43