CX Metrics

CX Metrics
Call 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 Metrics
Call 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 Metrics
First 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.
CX Metrics
First 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.

Be the first to know

Get curated content delivered right to your inbox. No more searching. No more scrolling.