Tracking the success of the player support experience is an important part of keeping players satisfied. Take a closer look at some of the most common customer service metrics used by games companies today.
Discover six ways brands can deliver top-level service and boost their customer satisfaction (CSAT) scores in the process.
Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?
Understanding the nuances of each area of data specialization is key in order to best utilize and leverage them to their full potential. Discover the differences between data science, big data and data analytics and the functions they perform.
It’s estimated that by 2025, 60% of major consumer brands and retailers will be increasing customer engagement and influencing purchasing decisions through the use of emotion detection and management strategies. Here’s a look at how they’ll accomplish the task.
Digital transformation requires a whole new set of KPIs to track success. Discover which metrics are right for you.
Discover the growing link between data ethics and excellent customer experience, along with key strategies for building consumer trust.
Learn when to use Net Promoter Score versus Customer Effort Score for the most accurate measurement of your customer service offering.
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?
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.
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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