How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

The Rise of Visual

Maturity of Visual Engagement

Best Practices in Visual Support

Customer Service KPI #1 — NPS (Net Promoter Score)

  • Reduced customer effort
  • Higher agent engagement
  • Enhanced agent knowledge
  • Better resolution rate

Customer Service KPI #2 — FCR (First Contact Resolution)

Customer Service KPI #3 — Truck Rolls — Technician Dispatch Rate

Summary

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