National Association of Call Centers

Mr. Spock and the New Customer Engagement Outcomes: From Carbon to Silicon

What does Mr. Spock have in common with customer service? More than you might suspect. In this podcast, Zack Taylor of Cisco joins Saddletree Research to discuss what Zack refers to as new customer engagement outcomes. Apparently, Mr. Spock was well ahead of his time when it comes to customer engagement and performance measurement! Also discussed in this podcast are emerging contact center metrics such as First Call Resolution (FCR), Customer Effort Score (CES) and Net Promoter Score (NPS).


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