Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Businesses can overlay real-time metrics, bridging the gap between static planning and dynamic CX optimization.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Customer Guru

AUGUST 1, 2018

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. Of course, this requires a fundamental shift in how customer feedback is viewed.

Feedback 90

Feedback Surveys Upselling Metrics 90

TeleDirect

DECEMBER 20, 2024

Look for testimonials, case studies, or industry recognition. Detailed insights into call performance and customer feedback are essential for continuous improvement. What is the call centers track record of success? Past performance is a good indicator of future results.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Nicereply

JUNE 18, 2020

Each of these metrics asks a different question and aims to address a different part of the experience you provide. It’s the blind spot of Johari Window, where customer feedback can really make the difference. A better way to combat this would be to introduce a new survey into your feedback program. But guess what.

Metrics 86

Metrics Surveys Customer effort Education 86

Global Response

DECEMBER 9, 2024

Enhanced call quality Some outsourcing call centers use call monitoring and AI tools to improve call quality by tracking metrics and reviewing calls regularly for agent feedback. But dont just take our word for it; read this case study to discover how we helped one major retailer increase online sales by 25%.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

CX Accelerator

DECEMBER 31, 2018

They feel the pressure of meeting metrics but don’t know how and when to strike a balance. Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What How do you think you’re doing?Anything

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

Interaction Metrics

FEBRUARY 20, 2025

At Interaction Metrics, we take a smarter approach. Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Thats where Interaction Metrics comes in! Close the Loop Quickly Speed matters when addressing customer feedback. The result? So, why settle for less?

Surveys 62

Surveys Benchmark Feedback Metrics 62

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. How do you gather feedback from my team?

CRM 52

CRM Benchmark Feedback Metrics 52

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. Voice of the Customer data is the information a business collects to quantifiably track customer feedback.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Outsource Consultants

MARCH 18, 2025

In essence, outsourcing allowed the company to scale support capacity quickly without sacrificing quality , and even improve service metrics by dedicating internal experts to the most critical tasks. These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

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

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ProProfs Blog

DECEMBER 11, 2020

However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly. the answer is customer satisfaction and feedback. Some of the key benefits of in-app surveys related to service quality metrics are: Customer validation for specific offerings, services, and features. Let’s check them out.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

Kayako

MARCH 3, 2016

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Navigate this guide: Productivity metrics. Performance metrics.

Metrics 69

Metrics Customer Support Abandon rate Average Handle Time 69

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Genroe

FEBRUARY 9, 2015

So when you are considering investing considerable time and resources in rolling out a new customer feedback or Net Promoter® program you should make sure that why is the first question you ask as well. If you need evidence that NPS, in particular, improves business check out this list of NPS case studies and statistics.

Feedback 68

Feedback Employee engagement Construction Customer centricity 68

360Connext

OCTOBER 26, 2017

The best CX leaders collect consistent feedback. There is no perfect metric. Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. There is no one-size-fits-all here.

Education 118

Education Customer centricity Metrics Customer Experience 118

360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Get personal with metrics.

Airlines 77

Airlines Wait times Metrics Morale 77

Lumoa

APRIL 3, 2018

Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. When to ask feedback?

Benchmark 126

Benchmark Feedback Best practices Metrics 126

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. Collecting customer feedback might seem very easy, but it all escalates very quickly if you don’t have a system in place. Make sure the right people are following the process and the feedback is curated in a sustainable way.

Analytics 102

Analytics Customer Experience Journey mapping Automotive 102

AWS Machine Learning

AUGUST 26, 2024

Built on AWS with asynchronous processing, the solution incorporates multiple quality assurance measures and is continually refined through a comprehensive feedback loop, all while maintaining stringent security and privacy standards. As new models become available on Amazon Bedrock, we have a structured evaluation process in place.

Sales 126

Sales Accountability Feedback Metrics 126

NobelBiz

NOVEMBER 19, 2024

Automated Reporting and Analytics Automate report generation to gain actionable understandings into performance metrics, trends and customer behavior instead of manually compiling data. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

customer sure

FEBRUARY 1, 2023

Part of this approach is their customer feedback process, which they introduced in 2020, with the help of CustomerSure. Speaking of Marmalade’s commitment to understanding and utilising customer feedback, our CEO Guy Letts said: “ Marmalade Insurance is a great example of a customer feedback process done right.

Feedback 62

Feedback Morale Metrics Customer Experience 62

Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? Deflection Rate.

Metrics 59

Metrics Average Handle Time Airlines Chatbots 59

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

PeopleMetrics

JANUARY 14, 2015

How your leadership approaches reviewing metrics, taking action, and supporting employees can make or break the entire effort. You can collect customer feedback in any number of ways, including surveys, interviews, or focus groups. Then check out our case study, featuring one of our clients dedicated to becoming more customer-centric.

Customer centricity 117

Customer centricity Feedback Consulting Consulting 117

Hello Customer

FEBRUARY 6, 2020

Before Hello Customer, they didn't ask for any feedback. A classic Hello Customer survey contains one metric question like an NPS, CSAT or CES and only one open text question asking the respondent why they gave that score. I love the simplicity of having just the scale and one open feedback question. The 2 Question Surveys.

Marketing 88

Marketing Feedback Surveys Consulting 88

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. Call centers should set reasonable limits on call frequency and monitor customer feedback to adjust their approach.

Call Center 52

Call Center CRM Analytics Contact Center 52

Outsource Consultants

MARCH 21, 2025

Use Case: B2B sales teams, SaaS demos, consultative selling. Market Research & Surveys Outbound agents collect customer feedback, conduct satisfaction surveys, and perform voice-of-customer interviews. Use Case: Post-sale surveys, NPS tracking, competitive research. Tip: Ask for case studies in your industry.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

Russel Lolacher

JUNE 15, 2021

There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. "Your feedback is more important than ever." Is now: “Your feedback is more important than ever.” All good and necessary. The Substitution Game.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ProProfs Blog

JUNE 21, 2019

According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success. Needless to say, it is one of the most important metrics for your business to consider when you plan your marketing, loyalty programs, and sales processes.

Customer retention 95

Customer retention Sales Marketing Scripts 95

TechSee

JUNE 11, 2019

Focusing on one metric would often harm others. All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. For years, companies have battled to strike the right balance between customer service KPIs.

Technology 117

Technology Customer Service Contact Center Self service 117

delighted

OCTOBER 22, 2019

Because Bonobos targets working male professionals, Andy and his team needed a survey methodology that’s simple to deliver yet collects the feedback required to make impactful business decisions. Before using NPS, Glassdoor only collected feedback from users reporting bugs or website issues. But it actually goes up to our board.

Benchmark 41

Benchmark Surveys Feedback Customer retention 41

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Remember that your NPS survey represents a valuable customer loyalty metric. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. 6: keep it specific.

Surveys 121

Surveys Feedback Personalization Metrics 121

Genroe

APRIL 13, 2015

It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? The paper is aptly titled: “ The predictive ability of different customer feedback metrics for retention ” and is freely available on line for review.

Customer effort 91

Customer effort Customer retention Metrics Feedback 91