Measuring the right metrics is key to contact center success. In our latest newsletter article, we delve deep into the KPIs that matter most when aligning customer experience strategies with your business goals. ???????? From First Call Resolution (FCR) to Net Promoter Score (NPS), we provide valuable insights and actionable statistics that can help elevate […]
Categoria: kpis
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Customer Journey Analytics
Customer Journey Analytics is an advanced analytical approach that tracks and analyzes the entire customer journey across various touchpoints and channels. This method provides businesses with a comprehensive view of the customer experience from initial awareness through to post-purchase behaviors and loyalty. By integrating data from multiple sources—such as websites, mobile apps, social media, customer […]
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Sentiment Analysis
Sentiment Analysis is a branch of natural language processing (NLP) and data analytics that interprets and classifies emotions expressed in textual data. This technology helps businesses understand the sentiments, opinions, and intentions of their customers by analyzing words and phrases within communication channels such as social media posts, customer reviews, support tickets, and more. The […]
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Customer Health Score (CHS)
Customer Health Score (CHS) is an aggregated metric used primarily in the Software as a Service (SaaS) industry, though it’s also applicable in other subscription-based and service-oriented businesses. CHS synthesizes various data points to provide a comprehensive view of the health and potential longevity of a customer relationship. This metric helps companies predict customer behaviors, […]
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Net Promoter Score (NPS)
Net Promoter Score (NPS) is a widely used metric that gauges customer loyalty and the likelihood that customers will recommend a company’s products or services to others. Developed by Fred Reichheld and introduced by Bain & Company and Satmetrix Systems in 2003, NPS is based on a single question: “On a scale of 0 to […]
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First Contact Resolution
I have been managing the FCR KPI for many years FCR, or First Contact Resolution, is a metric that measures a contact center’s ability to resolve customer inquiries or problems in a single interaction. It is a key performance indicator (KPI) that is important for any organization that provides customer service, as it can have […]