PeopleMetrics

APRIL 6, 2025

When I wrote Listen or Die back in 2017, we were already seeing how important mobile was becoming in the VoC world. The Two Non-Negotiables Lets be clear: Your surveys must render beautifully on mobile devices. Fast forward to today, and mobile is no longer a "nice to have"it's expected. This is table stakes in 2025. And thats great!

Feedback 62

Feedback Metrics Surveys Technology 62

LiveChat

JANUARY 11, 2017

Have you already made some plans on how you want to approach your customer service in 2017? One metric that you can’t go wrong with is first contact resolution. In today’s post, I’ll discuss why first contact resolution is so important , why it should be your main goal to improve it in 2017 and how you can go about doing that.

Metrics 55

Metrics Surveys Customer Service Customer Experience 55

CX Accelerator

FEBRUARY 12, 2018

In 2017, VoC maturity is still an issue. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can even be in the form of free text responses in surveys. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. Better Agent Performance. ” – E. .

Call Center 207

Call Center outsourcing Contact Center Finance 207

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Confidence in Customer Support Metrics. Imagine looking back on 2017 and seeing everything from a bird’s eye view. A whopping 70% of The Best teams say they’re very confident in the accuracy of their customer support metrics.

Surveys 86

Surveys CRM Education Metrics 86

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. First Contact Resolution.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

ProProfs Blog

DECEMBER 14, 2018

My metric for success can be summed up in one phrase: earn customers for life.” – Mary Barra, Chair and CEO, General Motors. Most companies use traditional channels like email, review websites, forums, web-based support portals, and surveys. You could also include a link to a more in-depth (mobile-friendly) survey.

Feedback 145

Feedback Surveys Analytics Customer Support 145

Fonolo

JANUARY 17, 2023

According to a recent PWC survey, customers value : Speed. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. Artificial intelligence fleshes out these metrics with its ability to measure customer sentiment, personality, and tone.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

AWS Machine Learning

SEPTEMBER 29, 2023

Our results reveal that the classification from the KNN model is more accurately representative of the state of the current crop field in 2017 than the ground truth classification data from 2015. However, Landsat 8 lower-resolution imagery could have been used as a bridge between 2015 and 2017.

Engineering 130

Engineering Metrics Surveys APIs 130

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Customer churn is the opposite of retention.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CX Global Media

SEPTEMBER 17, 2018

They Leverage Their Data : The best performing contact centers leverage their operational and quality metrics in concert with their customer satisfaction scores and customer comments. When it comes to long-term strategy, that often is contradictory to the approach that is taken with contact center training. Our Society is Losing Empathy.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

Fonolo

MAY 14, 2019

We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. About the Survey. The data results show impressive growth.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Contact Center and CX Research and Reports. Bruce Temkin , a customer experience transformist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? As a CX Professional, it’s important to think beyond surveys, interviews and focus groups. Do we empathize with the experiences our customers are having?

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

Interaction Metrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator. ” Closed-Loop Surveys are for ALL Companies. Simple requests were rewarded by silence.

Surveys 62

Surveys Feedback B2B Metrics 62

Fonolo

NOVEMBER 29, 2017

Contact center leaders understand the value of the customer experience, and in 2017 they stepped up their game. Which Topics Are Most Important for Your Customer Service Department in 2017? FCR is Undeniably the Most Important Metric. First Call Resolution (FCR) is one of the most commonly watched call center metrics.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Customer Experience Matters

JULY 31, 2017

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies.

Metrics 40

Metrics Surveys Feedback Customer Experience 40

Customer Experience Matters

JULY 17, 2017

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 Read More.

Metrics 40

Metrics Surveys Customer Experience 40

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. It’s a measure of how quickly calls are answered by agents. it continues to be the default. About the Report.

Service level 57

Service level Surveys Abandon rate Call Center 57

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

Calltools

JUNE 9, 2021

Explore the top inbound KPI metrics you should monitor to improve your operational efficiency. Importance of Inbound KPI Metrics. According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Top Metrics You Should Monitor.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The number one metric mistake. Lagging metrics create long feedback loops — too long. Gather the data.

Big data 40

Big data Metrics Customer centricity Feedback 40

Solvvy

SEPTEMBER 20, 2022

Evaluate these metrics: First response time : This metric shows the time it takes customer service agents to respond to customers. Average resolution time : This metric shows how quickly customers get a resolution when they call for information. It’s often tracked over a month or other timeframe.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The number one metric mistake. Lagging metrics create long feedback loops — too long. Gather the data.

Big data 40

Big data Metrics Customer centricity Feedback 40

ProProfs Blog

AUGUST 28, 2020

In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. In a survey, 71% of consumers identified that quick solutions are one of the deciding factors for them to see if their experience was good or not. But make sure you track the outcome of each technique through customer experience metrics.

Self service 157

Self service Feedback Airlines Metrics 157

TechSee

DECEMBER 5, 2017

Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017. Founded in 2009 with headquarters in Israel, Nanorep has been implemented by more than 200 enterprises across the globe, and was recognized in the 2017 UK National Innovation Awards.

Contact Center 116

Contact Center Technology Self service Call Center 116

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. © 2003 - 2017 Provide Support LLC. Read more.

Feedback 67

Feedback Best practices Surveys Metrics 67

Nicereply

JANUARY 21, 2020

According to the 2017 PWC Global Operations Survey , 63% of business leaders said their companies find it challenging to understand their customers’ priorities, and 61% struggle when they need to shift and adapt to customer needs. Probably not. Nothing is ever perfect. That’s a good thing!

Journey mapping 110

Journey mapping Metrics Engineering Customer effort 110

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. Knowledgeable agents have access to the metrics they need to measure (and improve) performance regularly. Your agents are superheroes in disguise.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107