PeopleMetrics

JANUARY 23, 2025

To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions. The real work begins when you take action to improve those metrics. But knowing the score is just the starting point.

Metrics 118

Metrics Surveys SaaS Wait times 118

ShepHyken

JULY 11, 2022

Time to Emphasise Real-Time CX Metrics by Ginger Conlon. Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time. In other words, It’s essential to understand the “why” behind the metric. My Comment: Here’s another excellent article on CX metrics.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. In this blog post, we’ll explore how companies can leverage analytics to not only reduce agent attrition but also foster a more engaged, successful workforce. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

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

TeleDirect

DECEMBER 25, 2024

Example: Imagine a customer facing a technical issue with your product late at night. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Use analytics to monitor performance and optimize processes. Track and analyze customer trends to improve service.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Callminer

JUNE 9, 2020

Average handle time, or AHT, is an important call center metric. hurry customers off the phone, whether their problems are resolved or not – to reduce AHT, this would lead to dissatisfied customers and other declining metrics, for example first call resolution (due to repeat callers attempting to resolve their issues).

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

PeopleMetrics

JANUARY 21, 2025

The formula for NPS is simple: NPS = (% of Promoters) - (% of Detractors) For example, if 60% of your customers are promoters and 20% are detractors, your NPS is 40. Adding Context to the Score NPS provides the metric, but the open-ended comments often hold the real gold. Example: A SaaS company notices its NPS drop.

Metrics 118

Metrics Benchmark SaaS Analytics 118

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

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 Effort.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

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. Evaluation, on the other hand, involves assessing the quality and relevance of the generated outputs, enabling continual improvement.

Best practices 104

Best practices Feedback Metrics APIs 104

TeleDirect

JANUARY 7, 2025

Real-Time Reporting and Analytics Access insights into call volume, Average Handle Time (AHT),Call Abandonment Rate, and service level metrics to continuously optimize performance. Real-World Examples of 24/7/365 Call Center Services in Action 1. Industries That Benefit from 24/7/365 Call Center Services 1.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ProProfs Blog

DECEMBER 11, 2020

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

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

ShepHyken

NOVEMBER 22, 2019

Online retailer Zappos is a great example. For example, when a customer is making an inquiry about a specific product that is unavailable, an expert customer support representative will do more than just tell the customer it’s unavailable. They also look into tools that can help gather useful analytics and track metrics.

Customer Support 370

Customer Support Multi-channel support voip Benchmark 370

ShepHyken

DECEMBER 12, 2016

(Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Conversational) Read through the following 20 examples of positive phrases for customer service success. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen.

Customer Service 273

Customer Service Chatbots Contact Center Metrics 273

AWS Machine Learning

OCTOBER 28, 2024

Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. For example, the pre-built image requires one inference payload per inference invocation (request to a SageMaker endpoint).

Scripts 99

Scripts Metrics Engineering Analytics 99

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. One optimal example is 3CLogic and ServiceNow.

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. Heres how a few ideas how: 1.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

AWS Machine Learning

JANUARY 28, 2025

SageMaker is a data, analytics, and AI/ML platform, which we will use in conjunction with FMEval to streamline the evaluation process. Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified. We specifically focus on SageMaker with MLflow.

Management 95

Management APIs Engineering Metrics 95

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 78

Customer Service Scripts Coaching Finance 78

BlueOcean

MARCH 11, 2025

For example, when a customer expresses dissatisfaction (“ I’m not happy with… “), the system automatically flags this under negative emotion. For example, we might discover that certain types of customer issues consistently lead to longer handle times and lower satisfaction scores, regardless of agent performance.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Beyond Philosophy

JULY 13, 2023

For example, a large telecom company designed an AI system to identify customer churn. For example, if you were working in machine learning, you must tell the AI that a tomato is red, round, and has a green stem. Social media Data support Ticket data Customer satisfaction metrics. Now let me take a step back.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Interaction Metrics

MARCH 13, 2025

That’s where Interaction Metrics steps in. If youre ready to boost overall customer satisfaction, retention, and customer loyalty, you can use customer sentiment analytics to transform your approach to the customer experience, or work with a partner like Interaction Metrics that can do it for you. Positive sentiment.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

AWS Machine Learning

NOVEMBER 15, 2024

Generative AI models (for example, Amazon Titan) hosted on Amazon Bedrock were used for query disambiguation and semantic matching for answer lookups and responses. Model monitoring of key NLP metrics was incorporated and controls were implemented to prevent unsafe, unethical, or off-topic responses.

Chatbots 114

Chatbots Engineering Enterprise Government 114

Nicereply

OCTOBER 22, 2024

If you’re curious about what is feedback example or how to design an effective survey for your business, read on. In this article, we’ll discuss the definition of a feedback survey in detail, showing the different types of questions you can ask in a feedback survey, with great examples to inspire you. Here’s an example.

Surveys 52

Surveys Feedback Customer retention Construction 52

AWS Machine Learning

OCTOBER 29, 2024

All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers. These insights are stored in a central repository, unlocking the ability for analytics teams to have a single view of interactions and use the data to formulate better sales and support strategies.

Engineering 105

Engineering APIs Sales Enterprise 105

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Why is First Call Resolution Important?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

CX Accelerator

JANUARY 7, 2019

A couple prime examples include long division and driving a stick-shift. Let’s look at an example where we see NLP at work in the CX. Here’s an example from the text analytics world. I’m not known for being quick on the uptake by those closest to me. The best way to do this is by feeding it data, lots of data.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

AWS Machine Learning

FEBRUARY 21, 2025

Besides the efficiency in system design, the compound AI system also enables you to optimize complex generative AI systems, using a comprehensive evaluation module based on multiple metrics, benchmarking data, and even judgements from other LLMs. The code from this post and more examples are available in the GitHub repository.

Benchmark 79

Benchmark Metrics Engineering Feedback 79

AWS Machine Learning

JANUARY 7, 2025

For example: "collection_name": "search-subtitles" Deploy the AWS CDK stack: cdk deploy Validate successful deployment by reviewing the OpsServerlessSearchStack stack on the AWS CloudFormation The status should read CREATE_COMPLETE. Also note the completion metrics on the left pane, displaying latency, input/output tokens, and quality scores.

Engineering 100

Engineering Metrics industry standards Finance 100

AWS Machine Learning

MARCH 27, 2025

We also showcase a real-world example for predicting the root cause category for support cases. For the use case of labeling the support root cause categories, its often harder to source examples for categories such as Software Defect, Feature Request, and Documentation Improvement for labeling than it is for Customer Education.

Education 101

Education Engineering APIs Enterprise 101

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. AmraBeganovich.

Call Center 182

Call Center Analytics First call resolution Metrics 182