Spearline

MARCH 2, 2021

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 durations/handling times and first call resolution.

Call Center 98

Call Center Customer Experience First call resolution Outbound sales 98

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

The key roles within this team are: Champion – A successful customer journey analytics project starts with the right champion. A Champion is necessary to make the case for journey analytics and convince others in your organization that it is the best approach to meet their goals. Customer Effort Score(CES). Churn Rate.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

The key roles within this team are: Champion – A successful customer journey analytics project starts with the right champion. A Champion is necessary to make the case for journey analytics and convince others in your organization that it is the best approach to meet their goals. It’s that simple. How can it help our business?

Analytics 43

Analytics Metrics Government Journey mapping 43