Eptica

SEPTEMBER 28, 2015

Improve customer satisfaction Improve customer loyalty Improve brand reputation Improve customer advocacy Decrease costs Gain customer insights How do they measure this? Respondents to the survey ranked the top six objectives in the following order, with the most important first.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Playvox

FEBRUARY 13, 2023

With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience. Seek out a QM solution that lets you customize scorecards to examine interactions for speed, completeness, and customer sentiment.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

NICE inContact

OCTOBER 5, 2017

The average time to solve a customer issue after being reported, either internally or by the customer directly. Service Level Agreement (SLA). The contractual agreements that between you and your customers that often include operational measures like AHT, FCR, MTTR, etc. Outcome Measures –.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

The average time to solve a customer issue after being reported, either internally or by the customer directly. Service Level Agreement (SLA). The contractual agreements that between you and your customers that often include operational measures like AHT, FCR, MTTR, etc. Outcome Measures –.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

JustCall

MARCH 9, 2023

Service Level Rate Each contact center has a standard service level that determines the ideal time within which each call must be resolved. The number of calls that get resolved at the service level is the service level rate of your call center.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

NICE inContact

OCTOBER 5, 2017

The average time to solve a customer issue after being reported, either internally or by the customer directly. Service Level Agreement (SLA). The contractual agreements that between you and your customers that often include operational measures like AHT, FCR, MTTR, etc. Outcome Measures –.

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI).

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52