BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

TeleDirect

MARCH 15, 2025

Customer Support Performance Metrics Ask about their first-call resolution (FCR) rates, customer satisfaction (CSAT) scores, and average handle times (AHT). A: High-quality, professional service builds customer trust and loyalty, strengthening brand reputation and customer retention.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Aria Solutions

MARCH 22, 2017

Our early ability to track and measure activity resulted in a series of metrics being adopted to monitor the overall contact center performance. These traditional metrics include average handle time, average wait time, occupancy, idle time, and service level among others.

Customer centricity 48

Customer centricity Metrics Contact Center Benchmark 48

Customer Service Life

MAY 21, 2018

I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. But how many would list quality assurance, a standard contact center metric, as a customer experience metric?

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? CSAT is measured at the end of a customer survey, using a five-point scale.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Babelforce

JUNE 9, 2022

Businesses benefit significantly from committing to a customer-centric approach. They’ll have happier, more loyal customers who are worth more to the business. In this article, we’ll explore customer-centricity in more detail. In this blog: • What is customer centricity? What is customer centricity?

Customer centricity 52

Customer centricity Call Center Journey mapping Average Handle Time 52

Hodusoft

NOVEMBER 14, 2024

Reporting/Analytics: This feature views and tracks pertinent metrics, such as total calls attended, average handle time, and abandonment rate. Call Recording: This feature records phone conversations for quality assurance purposes.

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

TechSee

DECEMBER 28, 2020

Focus on CX and CX metrics. With the hyper-awareness of the customer experience as a central theme of enterprises everywhere, field services have also transitioned to a more customer centric model. To ensure customer expectations are met, technicians with expert technical skills are no longer enough.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Calabrio

MARCH 5, 2025

Eliminate Bias: Get an unbiased view of your contact centers calls with complete coverage of 100% of interactions Easy Feedback Delivery: Quickly access performance metrics in a simple dashboard and explore individual call details with an intuitive media player that enables transparency and simple sharing of feedback.

Best practices 52

Best practices Coaching Scripts Contact Center 52

VocalCom

FEBRUARY 11, 2019

When customer centricity first became a hot topic, many companies interpreted the concept to mean putting customers’ needs first. Creating a customer-centric experience is not the sole responsibility of your service agents. Here are five ways to create a customer-centric brand culture.

Customer centricity 48

Customer centricity Contact center software Average Handle Time Feedback 48

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Customer Experience Metrics.

Metrics 55

Metrics Customer Service Management Contact Center 55

Customer Relationship Metrics

JULY 26, 2017

Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. And it sets agents up to fail in a customer-centric world. The process used today was designed by many to be used as a tool to assess the customer experience.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Callminer

FEBRUARY 21, 2018

Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. NOTE: The following information is excerpted from Eight must-have call center systems for customer service via SearchCRM. The number one mistake is…”.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Outsource Consultants

FEBRUARY 22, 2025

Set Clear Performance Metrics Define and track the right Key Performance Indicators (KPIs) to maintain service quality. While metrics like Average Handle Time (AHT) and First Call Resolution (FCR) matter, don’t overlook customer-centric metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES).

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Balto

JANUARY 17, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Eptica

SEPTEMBER 28, 2015

Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Tethr

JANUARY 24, 2022

Get unique insights into customer experience, customer care, and sales, with entirely different metrics and reports for each department. The ChurnRx and CustomerRx accelerator packs are designed to show you the highlights of your customer’s experience with your company and quickly identify if customers are likely to churn.

Benchmark 98

Benchmark Average Handle Time Customer Care Sales 98

Talkdesk

AUGUST 3, 2016

To be competitive in today’s oversaturated marketplace is to make a commitment to being customer-centric. The companies that invest in creating excellent customer experiences ultimately differentiate themselves from competitors and succeed in the long term. Customer service quality cannot be measured by a single metric.

Metrics 41

Metrics Customer Service Average Handle Time Customer centricity 41

Calabrio

MARCH 5, 2025

Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025. What is Customer Experience Analytics? Topic Modeling: Identifying recurring themes and topics within customer conversations. increase in annual top-line revenue.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Playvox

JANUARY 24, 2022

What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. At that point the impact of customer frustration will already be hurting your bottom line. 86% of buyers will pay more for a great customer experience. What are Customer Experience Metrics?

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Hodusoft

JULY 19, 2023

Improved Reporting and Analytics: Inbound call center software offers comprehensive reporting and analytics capabilities, providing insight into call volume, agent performance, customer satisfaction, and other key metrics. Real-time dashboards help supervisors monitor operations and make data-driven decisions.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Outsource Consultants

FEBRUARY 27, 2025

Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. Indian call centers now employ advanced analytics to gain deeper insights into agent performance and customer satisfaction. What are the key metrics Indian call centers focus on?

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Talkdesk

FEBRUARY 14, 2018

Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Intermediary metrics, however, play an immensely important role in diagnosing performance, identifying challenges and uncovering opportunities.

Contact Center 40

Contact Center Metrics Average Handle Time Self service 40

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. KPI #4: Average Handling Time (AHT). Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

NobelBiz

DECEMBER 19, 2023

The Role of Technology in Escalation In a call center, escalation management is a crucial process that ensures customer complaints or issues are resolved by a specialist, more experienced, or senior company representative. Overcoming these challenges ensures a more efficient, responsive, and customer-centric contact center environment.

Call Center 105

Call Center Management Contact Center Wait times 105

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. But that’s not all.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Outsource Consultants

JANUARY 14, 2025

With this information readily available, agents can address customers by name, refer to previous interactions, and predict needs based on purchase history. Prioritize First Contact Resolution First Contact Resolution (FCR) stands as a critical metric for inbound contact centers.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

NICE inContact

FEBRUARY 6, 2019

The most mature ones are open cloud platforms that provide unlimited options to build personalized and customized experiences for every single customer. CX metrics are not your operational KPIs. Look where your company falls and look towards taking the next iterative improvement to move one level at a time.

Average Handle Time 55

Average Handle Time Contact Center Metrics Customer centricity 55

The Northridge Group

AUGUST 31, 2023

Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition. Collect customer feedback across channels to inform process and technology optimization.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

The Northridge Group

AUGUST 31, 2023

Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition. Collect customer feedback across channels to inform process and technology optimization.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

Outsource Consultants

MARCH 4, 2025

Manila-based call centers combat these challenges with advanced workforce management (WFM) systems that: Optimize staffing levels ensuring the right number of agents are available to handle call volumes. Improve forecasting accuracy analyzing historical data to predict peak call times.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

VocalCom

AUGUST 7, 2017

Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

Connect

OCTOBER 23, 2023

These technologies include artificial intelligence (AI), machine learning, natural language processing (NLP), and sentiment analysis, which contact centres can use to pre-empt customer needs, automate customer interactions, enhance performance metrics, and streamline the overall customer experience.

Average Handle Time 73

Average Handle Time CRM Virtual Agent Metrics 73

Talkdesk

MARCH 20, 2018

By allowing issues like poor training, unclear metrics and disconnected systems to fester, the organization stands to undermine its customer experience strategy. It will anger customers, frustrate agents and essentially hand competitors the key to victory. It will satisfy customers, empower agents and outperform competitors.

Average Handle Time 40

Average Handle Time Customer centricity Metrics Contact Center 40