CX Metrics
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CX MetricsPushing past the hype of Net Promoter Score (NPS)
Ever since its inception, NPS has become the darling of management teams all over, and, as such, many organizations now use NPS as their primary CSAT tool. But is everyone relying too much on a single question?
CX MetricsCall reduction: Four ways to cut customer contacts without sacrificing service
From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.
CX MetricsFirst Call Resolution: Difficult to measure, dangerous to ignore
First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.
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