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

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

TeleDirect

MARCH 9, 2025

Studies show that 60% of customers will abandon a brand after multiple bad experiences. Monitor Key Performance Metrics and Adjust Strategies Track average wait time, abandonment rates, and First Call Resolution (FCR). Implement AI-driven analytics to predict call trends and adjust resources.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

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

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

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Best practices 93

Best practices Metrics Customer advocacy Education 93

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. They are; Customer Experience and Value Optimization. CCOs, in other words, need to be able to align and innovate engagement and relationship strategies.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

ShepHyken

MAY 22, 2020

A recent Pega study found that IT departments are leading more than a quarter of global CX projects (26%) versus 13% by dedicated CX functions. Our study found that just 35% of businesses currently have a C-level sponsor for CX projects, and in 36% of organizations, these initiatives are led at the director level or below.

Customer Experience 175

Customer Experience Journey mapping Analytics Banking 175

Beyond Philosophy

JULY 12, 2016

For the past two decades, it has been the analytical foundation used by many organizations to assess the health of their company. Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

TeleDirect

DECEMBER 20, 2024

Look for testimonials, case studies, or industry recognition. What reporting and analytics capabilities does the call center offer? Teledirect Advantage: Teledirect provides comprehensive reporting and analytics, offering insights into key metrics which empowers you to make informed decisions and refine your strategies.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

NobelBiz

NOVEMBER 26, 2024

Studies show that a 1% improvement in first-call resolution can lead to a 1% increase in customer satisfaction. Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Can we renegotiate pricing based on our usage?

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). Often, FCR metrics are considered along with talk time (the average time spent on a customer call). After your plan is in place, it’s important to be attentive , measure performance , and track your metrics.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

Integrity Solutions

MARCH 11, 2025

Typically, when leaders are evaluating sales performance, they will look at metrics like revenue, conversation rates, quota attainment, average deal size and average sales cycle length. In one study we conducted, fewer than 19% of companies said their salespeople consistently follow an established sales process.

Sales 52

Sales Metrics CRM Coaching 52

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” This is where CX analytics plays a vital role. What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CSM Magazine

OCTOBER 21, 2024

Technological Integration: AI and Data-Driven Support The adoption of AI and data analytics is redefining how Philippine call centres approach customer support. A study by McKinsey found that data-driven customer experience strategies can increase customer satisfaction by 20-30%.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

JivoChat

FEBRUARY 14, 2023

But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you. Best Marketing Analytics Courses 1. Marketing Analytics With the Marketing Analytics course, you will learn the most important marketing metrics and how to apply them to your data.

Analytics 75

Analytics Marketing Abandon rate Metrics 75

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Look for easy integration with your existing software, quick deployment, and in-depth analytics when shopping for call-back technology.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

CSM Magazine

JANUARY 15, 2025

For instance, companies utilizing AI-powered chatbots and virtual assistants have reported significant improvements in their FCR metrics. Studies have shown that AI-driven customer service can boost customer satisfaction scores by streamlining interactions to provide timely solutions.

Customer Service 52

Customer Service First call resolution Call Center Chatbots 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

NobelBiz

JANUARY 21, 2025

Call Recording and Analytics : Conversations are recorded for quality assurance and training, while analytics provide insights into performance metrics like connection rates and agent productivity. Key features of operation include: Real-time analytics: Track call durations, agent activity, and campaign performance.

Call Center 52

Call Center CRM Analytics Contact Center 52

CSM Magazine

MARCH 24, 2025

In the same spirit, cloud computing is often the backbone of AI applications, advanced analytics, and data-heavy systems. A Harvard Business Review study found that companies using big data analytics increased profitability by 8%. Do you need continuous scaling, advanced analytics, or specific compliance standards?

Best practices 52

Best practices Analytics Finance Big data 52

Fonolo

JANUARY 12, 2023

Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. Access to next-level analytics . FACT: A 2022 study says that call center agents reported a 69% improvement in job satisfaction after using AI tools to support their jobs. Improved agent experience .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Beyond Philosophy

NOVEMBER 8, 2017

Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Maybe it’s just analytical complacency. Satisfaction is benign, passive and functional, and connects poorly with behavior.

Consulting 150

Consulting Consulting B2B Metrics 150

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Best Metric: CSAT. Best Metric: CSAT.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

OCTOBER 8, 2024

Their top metrics are almost all revenue-driven. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. Download a full copy of the 2024 CS Leadership Study, presented by ChurnZero, SaaStr, 6sense, Gong, Success Venture Partners, and Customer Success Meetup, here. The big picture is clear.

SaaS 59

SaaS Surveys Metrics Sales 59

Outsource Consultants

FEBRUARY 18, 2025

The stakes are high: according to a PWC study, a staggering one in three customers will abandon a brand they love after just a single negative encounter. Data-Driven Approach: Leverage the power of data analytics to identify trends and patterns in quality issues. Tie rewards to specific, measurable quality metrics.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

Beyond Philosophy

MAY 23, 2024

Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees. Studies suggest that the best use of AI is to let it have a crack at deciding and then have a human review it. Many think AI is the answer to everything.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Global Response

FEBRUARY 17, 2025

Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency. First, capture these metrics at their baseline. Look at your data to predict trends.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Hodusoft

JANUARY 17, 2025

” A study conducted by Velaro revealed that two out of every five callers said they won’t wait on hold for more than a minute. As per study nearly 80 percent of customers utilize mobile apps for their financial services or banking needs. It is a critical metric that directly impacts customer experience.

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 80

Analytics Management Accountability Engineering 80

ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Maybe you have the data somewhere – engagement metrics are in the marketing automation platform, sales lives in the CRM, product usage data lives in your own application, the list goes on.

Technology 52

Technology CRM Engineering Finance 52