Design Solution 2
Customer Satisfaction
How to improve customer satisfaction?
= What’s the factors will impact the customer satisfaction?
Design Decisions
Ask the right questions when collecting user feedback.
Differentiate the agents', designers' or developers' success metrics
Designer's Success Metrics
Task Completion - First Contact Resolution (FCR)
Customer Satisfaction Score
Average Timespent on Each Flow
Other Metrics
Average Call Abandonment Rate
Percentage of Call Blocked
Average Time in Queue
Agent's Success Metrics
Service Level
Average Speed of Answer
Average Handle Time
First Contact Resolutions
Occupancy Rates
Peak Hour Traffic
