Inbenta

MARCH 6, 2020

They remain your main source of analysis to evaluate the impact of an AI chatbot on your company’s results. Therefore, we have gathered the top 10 key metrics to monitor when measuring your chatbot’s performance. Only real interactions will provide you with valuable knowledge about this channel and how to continuously improve it.

Chatbots 106

Chatbots Metrics Abandon rate Self service 106

JustCall

MAY 14, 2024

Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. Low call scores can also be validated by customer effort scores (CES), which measure how much effort a customer had to put in to get the resolution they were looking for.

Wait times 52

Wait times Call Center Average Handle Time Interactive Voice Response 52

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Playvox

JUNE 22, 2023

Organizations conduct surveys or interviews based on an agreed-upon scoring system and classify responses such as: Very satisfied Satisfied Not satisfied Very unsatisfied Customer Effort Score (CES) A business metric that measures how easy or difficult it was for the customer to get their issues resolved in your contact center.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

delighted

MAY 4, 2022

Customer-self service refers to the myriad of solutions that you can present to your customers to answer their own questions as they use your product. Examples of this include a knowledge base or help center, tooltips in your platform, an interactive FAQ chatbot, how-to video content, and more.

Self service 82

Self service Abandon rate Surveys Feedback 82