NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

ijgolding

MAY 9, 2017

One of the awards entrants used the word ‘benchmarking’, multiple times in his presentation. In fact, ‘benchmarking’ is a word that I frequently hear as I go about my business around the world. So what exactly is the definition of ‘benchmarking’? I am NOT a fan of NPS benchmarking!!

Benchmark 61

Benchmark Customer Experience Customer effort 61

CX Accelerator

OCTOBER 25, 2018

The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them. CES or Customer Effort Score, is an emerging second, however this was designed to be focused on the customer support touch point specifically, not the overall customer journey.

Journey mapping 140

Journey mapping Contact Center Metrics Benchmark 140

Taylor Reach Group

FEBRUARY 22, 2019

The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey. CES Defined and Exemplified.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting 126

Consulting Consulting Metrics Feedback 126

GetFeedback

FEBRUARY 7, 2020

Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. Customer Satisfaction (CSAT). Customer Effort Score (CES). Ask the right questions .

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

Solvvy

JULY 8, 2022

It may be helpful to give your customers the opportunity to elaborate on their answers in a text field, which can help you address issues with the service you provide from their point of view. CSAT, like any key performance indicator (KPI) that you track for your business, isn’t a one-time exercise.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106