Measuring the Customer Experience
Customer experience metrics display customers' views of service interactions, products, and/or your company as a whole. They help you track your progress toward important business goals, such as improved retention rates, increased customer loyalty, and a higher average lifetime value of customers.
These metrics include Average Handling Time, First Call Resolution, Average Resolution Time, Customer Effort Score, Net Promoter Score and more. By allowing contact center managers to track these metrics across all channels Eleveo can help you optimize call center effectiveness.
Through Eleveo's analytics and robust quality management features - including our Auto Quality Management tool - supervisors can measure customer experience, agent performance and process effectiveness and subsequently formulate strategies to improve each.