Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. Customer Effort Score. First Contact Resolution. Advisor Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Toister Performance Solutions

NOVEMBER 19, 2019

Customer service surveys are too long. It takes customers a long time to answer that many questions. This causes a few problems: Customers get annoyed. Many people abandon the survey. I'm going to show you an easy way to dramatically shorten your customer service survey. I've seen one with over 100.

Surveys 70

Surveys Feedback Coaching Customer effort 70

Tethr

AUGUST 18, 2020

Searchable voice of the customer insights can be easily surfaced using conversation intelligence platforms like Tethr. CX isn’t just surveys anymore. There is actual science and methodology for evaluating your customer experience and it isn’t limited to surveys. Ready to make some CX waves?

Customer Experience 105

Customer Experience Customer centricity Customer effort Metrics 105

Tethr

FEBRUARY 27, 2019

So your organization set a goal around improving your Customer Effort Score, now what? Without knowing where or why effort is occurring in customer interactions, where do you start? Step #1 – Use the Tethr Effort Library to identify instances of effort in customer interactions.

Customer effort 48

Customer effort Surveys Coaching Self service 48

Calabrio

MARCH 25, 2025

How successful have these efforts been? Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. Performance and retention metrics like loyalty/churn propensity and customer effort score are now just as critical as operational KPIs like AHT and FCR.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

Contact Center 107

Contact Center Metrics Surveys Coaching 107

Tethr

FEBRUARY 8, 2021

It’s one of the great puzzles of the customer success world: How do I measure quality assurance (QA)? We’ve all tried to solve for this in one way or another over the years, incorporating solutions like post-call surveys, real-time agent scoring (ouch!), Many QA questions, ratings, and surveys are, historically, very binary.

Call Center 116

Call Center Coaching Surveys Accountability 116

Tethr

OCTOBER 2, 2020

And how can you turn customer effort into effortless customer loyalty in every interaction? We’ll teach you that and more in “The Anatomy of an effortless service customer interaction.” ” THE BIG TAKEAWAYS: One customer interaction can undermine an entire customer experience. to NOT DO?!

Customer effort 104

Customer effort Customer Care Coaching Surveys 104

Global Response

MARCH 12, 2025

Customer satisfaction (CSAT): Evaluates customer satisfaction through post-interaction surveys, asking them to rate their experience on a scale. Net promoter score (NPS): Guages customer loyalty by asking how likely they are to return and recommend your services to a friend on a scale from 1-10.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Tethr

MAY 18, 2020

Investing in a true coaching program that helps reps develop the skills and knowledge they need to engage customers more independently is more important than ever. Agents need to be better equipped in learning how to respond to the issues that customers are suddenly facing. Satisfying the “divinely discontent customer”.

Customer Experience 89

Customer Experience Coaching Surveys industry standards 89

Tethr

JUNE 16, 2020

TEI is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances. If CX matters to you, delivering a low-effort experience to your customers certainly does, too.

Coaching 68

Coaching Customer effort Surveys Metrics 68

SharpenCX

MAY 6, 2021

Focusing on metrics that impact your customer happiness in the biggest ways helps you find gaps and pains in your customer journey, so you can fix them. 5 Metrics to Understand then Improve Customer Satisfaction for Better ROI . Customer Effort Score . Because customer effort predicts customer loyalty.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. Apple consistently ranks high in customer satisfaction surveys. Training isnt a one-and-done event. The result?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Tethr

JUNE 17, 2020

A large Fortune 500 telecommunications company is using TEI to help the agent improve handling of tough customer situations and to upgrade the customer experience. While companies have reaped the benefits of efficiency improvements implementing speech analytics, QA failed to get them closer to closing the customer experience gap.

Telecommunications 65

Telecommunications Average Handle Time Coaching Scripts 65

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. Apple consistently ranks high in customer satisfaction surveys. Training isnt a one-and-done event. The result?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Balto

MARCH 3, 2025

Smart Sentiment Analysis Features: Tone detection Emotion recognition Context understanding Cultural nuances Real-time transcription services convert conversations into searchable text, enabling instant quality monitoring and coaching opportunities. Post-call surveys trigger automatically, and results feed into performance dashboards.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Tethr

JULY 16, 2020

Tethr’s latest scoring algorithm, the Agent Impact Score (AIS) isolates the agent’s impact on perceived customer effort, with potentially damaging effects on customer loyalty. Agent reaction : sometimes when I do that the customer seems to get more frustrated…what do I do then?

Coaching 68

Coaching Customer effort Customer Care Upselling 68

COPC

APRIL 1, 2022

Typical QA programs provide a limited view into a small sample of customer transactions and do not have a measurable impact on the customer experience or key business results. . QA primarily evaluates agent performance and provides information for coaching. Customer effort?. ?—?Empathy. Resolution accuracy. ?—?Speed

Customer Experience 95

Customer Experience Management Coaching Calibration 95

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Satrix Solutions

JANUARY 29, 2021

I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. I often call this where the rubber meets the road in customer experience programs.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

Calabrio

MARCH 5, 2025

Discover what performance coaching is and why your CX team could use it. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can? Based on historical data, AI forecasts future customer trends and demand.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

CSM Magazine

MAY 17, 2021

That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward. Why invest in coaching agents? To improve customer experience, contact center leaders need to first improve agent experience. But while customers are obviously important, so are employees.

Customer Experience 59

Customer Experience Coaching Contact Center Average Handle Time 59

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. Customer Effort Score is a great way to do this.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Etech GS

APRIL 30, 2019

Consider focusing more on coaching effectiveness and ensuring your leaders are equipped to transfer knowledge effectively. Confidence through knowledge makes a world of difference in your people, and you only get it through effective training and coaching. Stop making your customers repeat themselves!

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

CX Journey

AUGUST 6, 2015

Survey scales is another one of those topics, but for today, let's just go with metrics.) Is it customer satisfaction? customer effort score? With a hat tip to Joe Bruketta , I'd like to add another topic: VoC metrics. net promoter score? or something else?

Metrics 67

Metrics Coaching Feedback Customer effort 67

delighted

JANUARY 7, 2022

The key to answering these questions lies in understanding the voice of your customers by collecting feedback after every interaction and at every touchpoint in the support cycle. Use customer experience surveys to measure customer satisfaction, identify barriers, and deepen your understanding of your customer base.

Feedback 84

Feedback Customer Service Surveys Advertising 84

BlueOcean

FEBRUARY 7, 2019

We are big fans of the “Willingness to Assist” (WTA) metric which we measure through post-contact surveys. WTA is an actionable coaching point for your agents and relates directly to the customer experience. A high NPS score after one successful interaction doesn’t guarantee a customer won’t switch brands next month.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Tethr

SEPTEMBER 17, 2021

Every day, we have conversations with companies who are serious about working to reduce customer effort—just like you. And often, that first step looks like buying a conversation analytics tool or platform to help measure effort through unstructured data. The survey, by definition, is a limiting instrument.

Analytics 74

Analytics Customer effort Coaching Education 74

Tethr

MAY 4, 2020

Effort reduction and the ability to measure effort of sales calls is something sales leaders should concentrate on in order to boost sales conversion. Using the Tethr Effort Index (TEI), effort scores are assigned for every customer interaction and sales call without the need of survey deployment.

Sales 65

Sales Coaching Surveys Customer Experience 65

Tethr

DECEMBER 7, 2020

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time. Targeted coaching intervention.

Coaching 72

Coaching Banking Customer effort Wireless 72

CX Journey

JULY 7, 2015

Once you’ve got customer input – and not before – you’re ready to ask, “What do I do now?” Coach and train employees on these areas: keep doing the things you're doing well, but make improvements where you're falling down. You’ll have to prioritize based on what’s most important to your customers and, ultimately, to the business.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. Agents Want to Solve Customer Issues – But Can They?

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

ChurnZero

JUNE 17, 2022

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Again, you can use that individually with the customer in a coaching session.

Metrics 98

Metrics SaaS Surveys Self service 98

Serenova

OCTOBER 7, 2019

According to a Nemertes Research study of 700 IT and business leaders, less than half of the companies surveyed communicate with customers via web chat, mobile applications, social messaging or click-to-call options on the website. These technologies increase customer convenience and ease contact center volumes.

Coaching 65

Coaching Contact Center Self service Benchmark 65

CSM Magazine

MARCH 14, 2022

Nicereply and EvaluAgent form partnership to help customer service teams make more of their customer feedback and quality assurance programmes. In addition, some may use survey results to prioritise which conversations are evaluated by their quality assurance teams to ensure only the best or worse conversations are analysed.

Customer Service 52

Customer Service Surveys Feedback outsourcing 52

Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

SharpenCX

NOVEMBER 12, 2019

To help, we’re sharing the five metrics we tie closely to customer happiness, and the calculations you need for each. NPS is the percentage of your customers who would, or wouldn’t, recommend your company to their network. You typically measure NPS with a survey that includes a Likert scale or a numbered scale. Here’s how: 5.

Metrics 64

Metrics Best practices Call Center Surveys 64