Shows
CustomerlandBalancing Efficiency and Satisfaction in Customer SupportIn our latest episode of Customerland, Dr. Ori Faran, CEO of CallVu, dives into the vital role of agility and cost efficiency, especially for smaller companies looking to thrive in the competitive landscape.In our second segment, we get into the nitty-gritty of measuring customer experience success. Ori breaks down essential metrics like success rate, opt-in and reuse rates, average handle times, first call resolutions, and customer satisfaction. He also tackles the contentious net promoter score (NPS), discussing both its merits and its pitfalls. Learn how these metrics can sometimes clash, particularly when balancing average handling time...2024-07-2331 min