What is Customer Effort Score?
January 19, 2021
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Customer Effort Score (CES) gauges the amount of perceived work a customer has to put into dealing with your company. That can include the effort
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What is Net Promoter Score?
January 12, 2021
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Net Promoter Score (NPS) measures the proportion of people who say they would recommend a brand vs. passives and detractors. It’s a customer satisfaction and
What is Call Transfer Rate?
January 5, 2021
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Call Transfer Rate (CTR) is the percentage of total calls that are transferred from one agent to another agent or resource. The transfer may be
What is Average Speed of Answer? (ASA)
December 9, 2020
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In this post: Why must contact centers measure ASA? How to measure the average speed of answer Long average speed of answer explained How to
What is First Contact Resolution?
December 1, 2020
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First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds
What is Average Handling Time?
November 24, 2020
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“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
What is wrap-up time?
November 17, 2020
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Every call that a contact center agent handles leaves them with tasks to perform once the call ends. The time spent on those tasks is
What is an Inbound Call Center? (3 Skills the Best Ones Have!)
September 3, 2020
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In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have Your free guide
5 Customer Satisfaction Metrics For Getting Inside Their Heads!
August 27, 2020
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In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook) You already understand
What is No-code Development?
November 24, 2017
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There is a lot of talk about no-code development. What exactly is no-code development? How does it relate to no-code integration and no-code automation? Is