CSM Magazine

JANUARY 17, 2025

Aquant , an AI platform built for servicing complex machinery, released its highly anticipated 2025 Field Service Benchmark Report , offering an in-depth analysis of trends, challenges, and opportunities shaping the future of the service industries. To access the full 2025 Field Service Benchmark Report, visit www.aquant.ai.

Benchmark 52

Benchmark Self service Metrics Contact Center 52

AWS Machine Learning

DECEMBER 3, 2024

This complexity hinders quick, accurate data analysis and informed decision-making during critical incidents. New Relic AI initiates a deep dive analysis of monitoring data since the checkout service problems began. New Relic AI conducts a comprehensive analysis of the checkout service.

Customer Experience 106

Customer Experience Engineering Enterprise Benchmark 106

Tethr

AUGUST 17, 2021

As proponents of a low-effort approach to CX , we’ve implemented our own benchmarking metrics for customer effort. And those metrics are exactly what CX leaders need to be tracking in order to start benchmarking customer experience. Tethr’s benchmarking feature shows you where you stand. #2 Don’t believe us?

Benchmark 76

Benchmark Metrics Customer Experience Customer effort 76

Interaction Metrics

JANUARY 31, 2025

How We Picked This list was compiled by an independent reviewer, and the top picks include customer survey companies that specialize in customer satisfaction surveys, offer end-to-end survey services (from design to analysis), and serve clients in the U.S. Interaction Metrics company handles everything from start to finish.

Surveys 62

Surveys Metrics Benchmark Consulting 62

AWS Machine Learning

JANUARY 28, 2025

To effectively optimize AI applications for responsiveness, we need to understand the key metrics that define latency and how they impact user experience. These metrics differ between streaming and nonstreaming modes and understanding them is crucial for building responsive AI applications.

Benchmark 76

Benchmark APIs Engineering Metrics 76

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 228

Metrics Morale Benchmark Government 228

Nicereply

DECEMBER 17, 2024

One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success. .”

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

CSM Magazine

DECEMBER 4, 2023

Through advanced econometric analysis, we aim to illuminate the deep connection between ESG initiatives and Corporate Financial Performance (CFP). Establishing Econometric Models for ESG-CFP Analysis When choosing an econometric model for ESG-CFP analysis, it’s crucial to find a balance between model accuracy and simplicity.

Government 105

Government Morale Finance industry standards 105

ChurnZero

DECEMBER 6, 2021

That’s why performing a customer churn analysis can be powerful in the endeavor to increase customer retention. We dive into seven steps for a successful customer churn analysis. . What is a Customer Churn Analysis ? Customer churn analysis is a process by which you find meaning in your customer churn rate.

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

OctopusTech

JANUARY 20, 2025

Performance metrics analysis: This involves tracking and benchmarking key performance indicators (KPIs) such as customer satisfaction, average handle time, first-call resolution, and call compliance adherence as indicated on QA scorecards and dashboards.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Satrix Solutions

JUNE 15, 2020

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On the other, trying to rank order the competition on a metric like NPS can be very tricky business. Collectively, we have learned a lot through NPS benchmarking studies. Drawbacks of NPS Benchmarking.

Benchmark 78

Benchmark B2C Surveys B2B 78

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. A customer journey analysis identifies what needs to happen at each step in the process in order to deliver satisfaction and avoid dissatisfaction.

Journey mapping 93

Journey mapping SaaS Best practices Benchmark 93

Comm100

JANUARY 18, 2022

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. Download: Live Chat Benchmark Report 2022. Download the full Live Chat Benchmark Report 2022. Download: Live Chat Benchmark Report 2022.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Wait times are key to any customer service team. Colette Branigan, Affinity Credit Union. Learn more.

Benchmark 94

Benchmark Best practices Banking Wait times 94

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Conclusion on CSAT . Understand your customer expectations.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Interaction Metrics

FEBRUARY 20, 2025

At Interaction Metrics, we take a smarter approach. Thats where Interaction Metrics comes in! We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric. The result?

Surveys 62

Surveys Benchmark Feedback Metrics 62

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 182

Metrics Morale Benchmark Government 182

Tethr

AUGUST 31, 2021

In this guide, we’ll cover the basics of that new feature: benchmarking for customer effort. What is benchmarking for customer effort? Benchmarking, by itself, is probably a familiar concept for astute readers. So, what is benchmarking for customer effort? How Tethr’s benchmarking feature works. It’s all science.

Benchmark 69

Benchmark Customer effort Metrics Customer emotions 69

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Interaction Metrics

APRIL 24, 2025

Introduced by Matt Dixon and Corporate Executive Board (CEB) in 2010, CES is now a core metric in many customer experience programs. Interaction Metrics is a leading survey company. Weve seen how strategically measuring your customer effort score can reveal moments of struggle that other metrics miss. One question. One number.

Customer effort 48

Customer effort Metrics Surveys Self service 48

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

AWS Machine Learning

MAY 2, 2024

As new embedding models are released with incremental quality improvements, organizations must weigh the potential benefits against the associated costs of upgrading, considering factors like computational resources, data reprocessing, integration efforts, and projected performance gains impacting business metrics.

Benchmark 127

Benchmark Metrics Enterprise APIs 127

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Beyond Philosophy

JULY 11, 2019

Then, you would try to narrow it down by which ones you remember are good/cheap/fast/healthy or whatever other metrics you are using to pick a restaurant. . Many organizations use facial expression analysis on adverts to find out which emotions customers feel at different moments.

Consulting 297

Consulting Consulting Benchmark Advertising 297

AWS Machine Learning

OCTOBER 5, 2023

We demonstrate this using an Amazon Comprehend custom classification to build a multi-label custom classification model, and provide guidelines on how to prepare the training dataset and tune the model to meet performance metrics such as accuracy, precision, recall, and F1 score. For Analysis type , choose Custom classification.

Benchmark 122

Benchmark Best practices Metrics Government 122

Interaction Metrics

APRIL 17, 2025

At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. It was built for organizations with the resources to manage layered feedback systems, not for lean teams that need quick, actionable customer feedback analysis. No software setup, no design headaches, no analysis left to guesswork.

Surveys 48

Surveys Enterprise B2B Analytics 48

TeleDirect

MARCH 20, 2025

Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Automate Call Analysis with QA Software Utilizing advanced QA software helps streamline the auditing process by: Automating call scoring and analysis. Compare scoring and discuss discrepancies.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

AWS Machine Learning

MARCH 11, 2025

Logging and monitoring You can monitor SageMaker AI using Amazon CloudWatch , which collects and processes raw data into readable, near real-time metrics. These metrics are retained for 15 months, allowing you to analyze historical trends and gain deeper insights into your applications performance and health. 2xlarge , and ml.g6e.12xlarge

Metrics 77

Metrics Benchmark Enterprise Telecommunications 77

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

Lumoa

APRIL 3, 2018

Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. The more popular NPS was getting, the more misused the metric became.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. This really depends on your industry so you want to familiarize yourself with industry benchmarks. One last word on best practices around customer success metrics.

Metrics 76

Metrics Best practices Customer retention SaaS 76

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. Both of these common scenarios can skew an organization’s FCR analysis.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

delighted

APRIL 12, 2019

Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. Analyzing customer feedback. Conducting survey analytics can be complicated.

Feedback 68

Feedback Surveys Analytics Metrics 68

Outsource Consultants

APRIL 18, 2024

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. We encourage you to check it out.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Calabrio

APRIL 24, 2025

QA specialists spend hours on repetitive tasks, diverting resources that could be used for higher-value activities like strategic analysis and targeted coaching. AI-Powered Analysis: This is where the core automation happens. Scores are generated consistently and objectively based on the analysis.

Quality management 52

Quality management Customer Experience Management Coaching 52

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98