BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

BlueOcean

OCTOBER 6, 2020

It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process. Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey.

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. What is a knowledge base?

Management 88

Management Self service Chief Customer Officer Chatbots 88

aircall

JULY 7, 2021

Call center analytics collects information from all your customer interactions, analyzes it, and turns it into actionable insights. 6 Types of Call Center Analytics. Predictive analytics are the most cutting-edge form of call center analytics on this list. For example, if you discover that “How long does shipping take?”

Call Center 62

Call Center Analytics Self service Sales 62

Pointillist

JULY 25, 2018

Ideally, they should be able to identify relevant questions about customer journeys and how engagement may enhance them. Pick a mix of financial, customer and operational metrics. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Churn Rate.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Ideally, they should be able to identify relevant questions about customer journeys and how engagement may enhance them. Pick a mix of financial, customer and operational metrics. Seed the site with educational materials to allow employees unfamiliar with customer journey analytics to get up to speed quickly.

Analytics 43

Analytics Metrics Government Journey mapping 43