The proactive customer engagement segmentation enables an organisation to deaverage each customers reported journey experience. This is achieved by integrating the Red, Amber and Green customer engagement segments with traditional contact centres call performance metrics.
- Average handling time (AHT)
- First call resolution (FCR)
- Customer feedback - NPS/CSAT
- Service levels
- Total journey time
- Total journey days called
- Distinct call reasons during journey
- Agents involved during journey
- Engagement Journey Segments & Score
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The following graphic highlights the significant difference between call and journey based performance metrics, when comparing the Green and Red proactive segments.