The Metrics That Matter Rethinking How To Measure Customer Loyalty

As contact centers continue to evolve, there are 3 main objectives that organizations must achieve: increasing customer lifetime value, uncovering actionable intelligence, and strengthening brand value and reputation. However, doing this is easier said than done.

The guide can provide you with the key steps you can take to improve your contact center approaches, reassessing traditional metrics for success like average handle time and cost per interaction through a customer-centric lens. Additionally, it introduces critical metrics such as issue recurrence rate and employee Net Promoter Score, and future metrics like avoidable support ratio and predictive personalization score.

Dig into the guide to discover more.

Vendor:: Foundever
Posted:: Sep 13, 2024
Published:: Sep 13, 2024
Format:: PDF
Type:: White Paper

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