The search for one single KPI to measure our contact centres' effectiveness continues.  There are lots of options, including NPS, CSAT, FCR, and CES (customer effort score).  But do they hold up? Isn't it time we found out the facts?  This 60-minute webinar shows the progress being made towards really understanding what impacts customer satisfaction, retention and advocacy.

The search for one single KPI to measure our contact centres' effectiveness continues. There are lots of options, including NPS, CSAT, FCR, and CES (customer effort score). But do they hold up? Isn't it time we found out the facts? This 60-minute webinar shows the progress being made towards really understanding what impacts customer satisfaction, retention and advocacy.

What really drives customer satisfaction and why should we care

Customer Interactions with Jacada is a podcast series that focuses on solutions to improve the customer experience. View these podcasts to get an insider's view of best practices in the call center, customer service metrics and current agent and customer satisfaction statistics. In addition, there are other hot topics to learn about, such as the latest in social media advancements and the evolution in cloud computing.

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What really drives customer satisfaction and why should we care

What really drives customer satisfaction and why should we care