BlueOcean

MARCH 11, 2025

It tells us that the issue isn’t with agent performance, but rather with underlying factors like root causes driving contact volume or processes and policies that constrain our ability to resolve customer issues. This shift from reactive to predictive engagement is transforming how we approach customer retention.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions. Just like you grade the call internally, your customer should grade the call externally.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. This led to a 40% reduction in average handle time and a 25% increase in first call resolution rates (demonstrating the power of comprehensive analysis).

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67