Benchmark, Customer effort and Morale - Customer Contact Central

9 Top Voice of the Customer Best Practices for 2025

Calabrio

MARCH 5, 2025

Providing your frontline agents with not only targeted training and ongoing support but improved work-life balance and intuitive technology is crucial to driving better overall CXnot to mention supporting higher morale and agent retention. CSAT Scores: Check the American Customer Satisfaction Index to find CSAT benchmarks in your industry.

Best practices

Best practices Benchmark First call resolution Contact Center

To Mark the Spot with Benchmarking or Not?

CX Journey

JANUARY 8, 2016

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. So how do we tie this story to customer experience?

Benchmark

Benchmark Metrics Morale Banking

How to Measure, Evaluate, and Improve Call Center Agent Performance

Calabrio

MARCH 25, 2025

Customer Effort Score (CES): CES measures the level of effort a customer perceives they had to exert to resolve their issue. This metric helps identify friction points in the customer journey and highlights areas where agents can streamline processes. Acknowledging and reward outstanding performance.

Call Center

Call Center Metrics Abandon rate Coaching

Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. Typically, a 50-60% benchmark is good to aim for. Click here. Number of chats.

Average Handle Time

Average Handle Time Benchmark Wait times Metrics

Contact Center Management: Best Practices & Strategies for Peak Performance

Calabrio

MARCH 22, 2025

Benchmark against industry standards Don’t operate in a vacuum; compare your contact center’s performance against established industry benchmarks to identify areas where you excel or fall short. Customer Effort Score (CES): Measures the ease of a customer’s experience.

Best practices

Best practices Contact Center Management Call Center

Top Call Center Agent Performance Metrics You Must Track

Balto

JANUARY 21, 2025

Choosing the right agent performance metrics can be crucial for your call center Its also essential to differentiate between customer-focused metrics and agent-focused metrics. First Call Resolution (FCR) FCR is a cornerstone of call center performance metrics, measuring how many customer issues are resolved on the first attempt.

Metrics

Metrics Call Center Abandon rate Average Handle Time

Call Center Agent Performance Metrics: A Blueprint for Success

Balto

JANUARY 2, 2025

Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Customer-focused metrics, such as CSAT, net promoter score, and customer effort scores, measure satisfaction and loyalty by assessing how well your contact center meets customer expectations.

Metrics

Metrics Call Center Abandon rate Average Handle Time

CSAT vs. NPS: Understanding Customer Success Metrics

Solvvy

JULY 8, 2022

Understanding Customer Satisfaction’s Impact on Your Business. The most successful businesses know customer satisfaction is more than a feel good, morale-boosting accomplishment. Analysts that have studied NPS across industries have found that benchmarks vary for businesses in different markets.

Metrics

Metrics Surveys Brand ambassadors Benchmark

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

DECEMBER 16, 2016

Your team’s phone presence has a direct correlation with the contentment of your customers, since it affects their experience of dealing with your business. The customer experience is the newest competitive battlefield. One good standard to consider here is the articulation of two metrics: Net Promoter Score and Average Length of Call.

Call Center

Call Center call center software Abandon rate virtual call center

9 Customer Experience Metrics to Help your Brand Succeed

delighted

APRIL 26, 2019

The metrics you should track depend on what insights or knowledge gaps you are trying to fill, and the customer touchpoints you’re looking to explore. Measure the ones that align with areas of the business you’d like to improve, set benchmarks, and stay on top of them. Customer Effort Score (CES). Visitor intent.

Metrics

Metrics Customer Experience Surveys Employee engagement

Customer experience vs customer service: why it matters to your business

delighted

SEPTEMBER 20, 2019

Opportunities to collect positive CSAT and NPS from happy customers increase. Employee morale stays high, reducing turnover. Understanding the whole customer experience picture. Another difference between customer service and CX is that customer experience needs to be incredibly tactical to handle all its moving parts.

Customer Experience

Customer Experience Customer Service Surveys Self service

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

DECEMBER 16, 2016

Your team’s phone presence has a direct correlation with the contentment of your customers, since it affects their experience of dealing with your business. The customer experience is the newest competitive battlefield. One good standard to consider here is the articulation of two metrics: Net Promoter Score and Average Length of Call.

Call Center

Call Center call center software Abandon rate virtual call center

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

DECEMBER 16, 2016

Your team’s phone presence has a direct correlation with the contentment of your customers, since it affects their experience of dealing with your business. The customer experience is the newest competitive battlefield. One good standard to consider here is the articulation of two metrics: Net Promoter Score and Average Length of Call.

Call Center

Call Center call center software Abandon rate virtual call center

9 Customer Experience Metrics to Help your Brand Succeed

delighted

APRIL 26, 2019

The metrics you should track depend on what insights or knowledge gaps you are trying to fill, and the customer touchpoints you’re looking to explore. Measure the ones that align with areas of the business you’d like to improve, set benchmarks, and stay on top of them. Customer Effort Score (CES). Visitor intent.

Metrics

Metrics Customer Experience Surveys Employee engagement

60+ Different Survey Types & Methods (and When to Use Them)

Interaction Metrics

APRIL 10, 2025

They work best when you include a follow-up to learn why some customers are enthusiastic and others are not. Customer Effort Score (CES) Surveys CES surveys ask, How easy was that? When you act on their feedback, you can boost retention, engagement, and morale along the way.

Surveys

Surveys Feedback Metrics Healthcare

Customer Contact Central

9 Top Voice of the Customer Best Practices for 2025

To Mark the Spot with Benchmarking or Not?

Trending Sources

How to Measure, Evaluate, and Improve Call Center Agent Performance

Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Contact Center Management: Best Practices & Strategies for Peak Performance

Top Call Center Agent Performance Metrics You Must Track

Call Center Agent Performance Metrics: A Blueprint for Success

CSAT vs. NPS: Understanding Customer Success Metrics

Call Center Monitoring: How to Benefit Your Customers and Your Team

9 Customer Experience Metrics to Help your Brand Succeed

Customer experience vs customer service: why it matters to your business

Call Center Monitoring: How to Benefit Your Customers and Your Team

Call Center Monitoring: How to Benefit Your Customers and Your Team

9 Customer Experience Metrics to Help your Brand Succeed

60+ Different Survey Types & Methods (and When to Use Them)

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