Across
- 4. How customers perceive their interactions with a company
- 7. A measure of whether agents are "on the job" as scheduled
- 8. A contact center's ability to resolve customer problems, questions or needs the first time a customer calls, with no follow-up required
- 11. Percentage of customer's spending within a category that's captured by a given brand, store, or firm
- 12. A metric that represents the percentage of time that hardware, an IT system, or device is successfully operational
- 13. Survey metric that measures the level of difficulty to interact with a company
- 14. The complete sum of experiences customers go through when interacting with a company brand
Down
- 1. Basic measurement of a customer's satisfaction with a brand's product and/or services
- 2. Measures CX and predicts business growth
- 3. Percentage of calls that are lost before they can be answered
- 5. Percentage of calls that must be transferred to someone else in order to be completed
- 6. Percentage of customers that stopped using a company's product or service during a certain time frame
- 9. Process designed to observe and evalute calls from each agent on a monthly basis
- 10. Metric for the average duration of on interaction