
What is Customer Effort Score?
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
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
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
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
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
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
“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
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
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
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
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
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