Transforming customer experiences

The NICE inContact Blog

Read more blogs by Joe Dean

23 blogs

AHT vs. FCR

It seems that First Call Resolution (FCR) and Average Handle Time (AHT) have been at war with each other for longer than any of us can remember. In many call centers, both of these call center metrics are critical to the optimization of day-to-day operations. The big question is, “how can you provide excellent customer service that...

Is NetPromoter the Answer

What is NPS?Over the past several years, the NetPromoter methodology has emerged as a leading indicator of customer loyalty. Its founders, Dr. Fred Reichheld and SatMetrix, have also linked it to corporate growth. Here is how it works:Using a 0-10 point scale, the participant is asked a single question, "Would you recommend us to a...

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