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Net Promoter Scores (NPS), first-contact resolution (FCR), average handling time (AHT)…have long been the benchmarks used to measure service and support. But are they still relevant? In a world where customer support is initiated across a growing list of channels like chat and social and consumer’s expectations are shaped by Uber and the like, there is a need to revisit the measurements that matter when it comes to the satisfaction, retention and overall experience of your customers.
Join TSIA and LogMeIn Rescue in this forward-looking session that will highlight the critical metrics support leaders should be focused on and more, including:
Distinguished VP, Service Technology Research, TSIA
Director of Products, LogMeIn
Publish Date: October 4, 2018
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