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). Completing a phone call quickly does not always lead to satisfaction, loyalty and advocacy. 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). Completing a phone call quickly does not always lead to satisfaction, loyalty and advocacy. 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). Completing a phone call quickly does not always lead to satisfaction, loyalty and advocacy. First Call Resolution (FCR).

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

JustCall

MARCH 9, 2023

The score they receive is then used to calculate the Net Promoter Score, which tells the business how many loyal customers they have. It also helps them initiate customer advocacy programs. Customer Effort Score Customer Effort Score or CES tells you how easy or difficult your customer service system is to navigate.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52