CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

Lumoa

FEBRUARY 7, 2023

From qualitative to quantitative information, actively soliciting feedback to passively analyzing user behavior, text analysis to interviews, VoC data collection can run the gamut. Most companies today use metrics like NPS, CSAT, and online ratings to gauge customer satisfaction, but they struggle to understand what drives these numbers.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Journey mapping 345

Journey mapping Telecommunications Metrics Sales 345

Beyond Philosophy

FEBRUARY 10, 2022

One of the contributing factors to these disappointing results is an overwhelming amount of data surrounding Customer Experiences—and it’s resulting in analysis paralysis instead of providing excellent customer strategy insights. For example, North Star Metrics should matter the most, and others would fall under that.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

AUGUST 23, 2017

However, these metrics don’t work for measuring CX growth, at least not directly. To avoid this common metric pitfall, you should choose one that is not only accurate and linked to CX improvement efforts but also on that is actionable and defines the day-to-day work in no uncertain terms. Invest in real-time feedback on your results.

Metrics 331

Metrics Consulting Consulting Finance 331

AWS Machine Learning

OCTOBER 29, 2024

Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics. This enables easier analysis and processing of specific data subsets. Use feedback variables – Configure feedback_variables=True when initializing BedrockLogs to generate run_id and observation_id.

Best practices 114

Best practices Feedback Metrics APIs 114

ShepHyken

DECEMBER 3, 2021

Ensuring accountability to the metrics that matter most to our customers is something that has been institutionalized across the organization as the company scaled up over the past three years. Anything less is a failure, in our eyes, and requires corrective action and root cause analysis follow-up. Closing the Operational Gap.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. Revenue per Agent: This metric measures the revenue generated by each agent. For many leaders, it might often feel like a high-wire act.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Beyond Philosophy

SEPTEMBER 6, 2017

The analysis also helps you determine goals for your team and where to focus your efforts. After all, as your performance improves, your metrics will, too. Regular analysis of your strategy and performance are your friend on this CX improvement journey. It also helps you allocate proper resources.

Consulting 302

Consulting Consulting Finance Metrics 302

TeleDirect

JANUARY 15, 2025

Sentiment Analysis Tools: Analyze customer tone and language to gauge emotions and guide agent responses. A: Empathy enhances customer satisfaction, reduces conflict, and increases loyalty, all of which contribute to improved performance metrics. Recognize and reward agents who demonstrate exceptional empathy. Heres how: 1.

Call Center 126

Call Center Customer Service Healthcare CRM 126

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 107

Customer Experience Engineering Enterprise Benchmark 107

AWS Machine Learning

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required.

Metrics 95

Metrics APIs Engineering Accountability 95

AWS Machine Learning

SEPTEMBER 25, 2024

However, RAG has had its share of challenges, especially when it comes to using it for numerical analysis. In this post, we explore how Amazon Bedrock Knowledge Bases address the use case of numerical analysis across a number of documents. This is the case when you have information embedded in complex nested tables.

APIs 120

APIs Call flow Accountability Technology 120

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Metrics 105

Metrics Best practices Engineering APIs 105

Callminer

MARCH 2, 2020

Improving a major metric like first call resolution involves carefully keeping track of it and various others to accurately inform your decisions. Once you begin accurately tracking this metric, you can take measured steps towards raising it using the rest of the ideas in this article. Tracking Ideas. Track Customer Satisfaction.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

TechSee

OCTOBER 17, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Continuous monitoring and analysis of performance metrics are essential for optimizing the implementation of visual service and AI.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

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

Callminer

AUGUST 20, 2024

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.

Call Center 182

Call Center Metrics Customer Experience 182

BlueOcean

MARCH 11, 2025

This comprehensive analysis goes beyond traditional quality monitoring and provides deeper insights into customer sentiment, behavior patterns, and emerging trends. To do that effectively, you need to monitor sentiment analysis results, refining the syntax to better reflect the brand voice and respond to customer interactions.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

AWS Machine Learning

OCTOBER 16, 2024

The transcriptions in OpenSearch are then further enriched with these custom ML models to perform components identification and provide valuable insights such as named entity recognition, speaker role identification, sentiment analysis, and personally identifiable information (PII) redaction.

Customer Service 89

Customer Service Scripts Coaching Finance 89

ShepHyken

SEPTEMBER 7, 2023

Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Health scoring In order to assist your CX team in making proactive decisions, your CSP should have comprehensive customer health scoring based on metrics like product usage, support tickets, feedback, and more.

B2C 349

B2C Customer centricity Feedback Upselling 349

Callminer

DECEMBER 28, 2022

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.

Metrics 182

Metrics Customer Service 182

AWS Machine Learning

DECEMBER 4, 2024

They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels. Your tasks include analyzing metrics, providing sales insights, and answering data questions.

APIs 107

APIs Sales Surveys Analytics 107

3CLogic

JANUARY 28, 2025

Faster, more personalized experience than ever A unified CX approach empowers service teams with an omnichannel platform, working as a single source of truth for customer data, performance metrics, and reports. Or want real-time sentiment analysis? Long-term growth opportunities Need WhatsApp? No problem!

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

ShepHyken

MAY 3, 2021

Business2Community) Managing your marketing to produce a favorable ROI means developing a marketing plan based on a thorough analysis of your market, your internal strengths and weaknesses, economic conditions, your goals and objectives, and other issues that potentially impact your ability to succeed.

Customer Service 288

Customer Service Entertainment Banking Marketing 288

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

Interaction Metrics

DECEMBER 10, 2024

Jump to: How Do ChatGPT, Gemini, and Claude Stack Up for Text Analysis? Afterall, business audiences need more than stories; they need metrics and clear priorities. Beyond Word Clouds To make sense of open-ended survey data, you need Text Analysis, which, when conducted by experts (that’s us!) But is AI your best solution?

Surveys 62

Surveys Metrics Customer effort Analytics 62

AWS Machine Learning

MARCH 3, 2025

Performance metrics and benchmarks Pixtral 12B is trained to understand both natural images and documents, achieving 52.5% Pixtral 12Bs advanced capabilities in document understanding and complex figure analysis make it well-suited for extracting insights from visual representations of economic data. show() Image.open(image_paths[1]).show()

Benchmark 110

Benchmark APIs Enterprise Construction 110

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

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. NPS, CSAT, CES, etc.)?How

Customer Experience 261

Customer Experience contact center solutions Contact Center Metrics 261

Fonolo

MARCH 16, 2023

But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Beyond Philosophy

DECEMBER 21, 2023

Some of the key points from Medelyan’s video include: Current customer insight is largely high-level metrics and categories in dashboards, and allows for reading verbatims in real-time, but it doesn’t provide in-depth understanding of customer needs or identify trends. For example, AI systems are excellent at unbiased analysis.

Customer centricity 221

Customer centricity Marketing Education Chatbots 221

ChurnZero

APRIL 25, 2025

Step 1: Collect the data and tools that matter (but dont overdo it) Its tempting to gather up everything you can find from native and third party sources, but blindly harvesting data will only burden your analysis later. Choose the right metrics to inform your forecasting model. Collecting the right historical data is key. Take a look.

Finance 52

Finance Metrics Engineering Construction 52

AWS Machine Learning

FEBRUARY 18, 2025

In this post, we show you how F1 created a purpose-built root cause analysis (RCA) assistant to empower users such as operations engineers, software developers, and network engineers to troubleshoot issues, narrow down on the root cause, and significantly reduce the manual intervention required to fix recurrent issues during and after live events.

APIs 71

APIs Engineering Metrics Big data 71

AWS Machine Learning

APRIL 10, 2025

Under Input data , enter the location of the source S3 bucket (training data) and target S3 bucket (model outputs and training metrics), and optionally the location of your validation dataset. To do so, we create a knowledge base. For Job name , enter a name for the fine-tuning job.

APIs 125

APIs Metrics Best practices Construction 125