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Ask UsThis measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at…
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from fax. It is part of a set of Cycle Time measures…
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from social media (e.g., Facebook, Twitter, etc.). It is…
This measure calculates the percentage of inbound dedicated mobile application contacts (i.e. queries initiated by the customer via apps related to sales, information,…
This measure calculates the percentage of short message service (SMS) contacts (i.e. queries initiated by the customer via SMS related to sales, information, technical…
This measure calculates the percentage of inbound social media contacts (i.e. queries initiated by the customer via social media platforms—like Facebook, Twitter, etc…
