Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Mindtouch

FEBRUARY 15, 2018

Regardless, if you’re making one of these mistakes, you’re likely increasing customer effort and quietly diminishing your customer effort score. This trend is increasingly extending into the support world, where more and more users prefer video self-service (read: step-by-step video tutorials). Easy enough, right?

Self service 85

Self service Customer effort Customer Support Customer Experience 85

Balto

MARCH 3, 2025

Essential metrics to monitor: Call deflection rates Customer effort scores Agent productivity gains Cost savings per interaction Transfer rates to human agents Feedback Loops: Listening to Customer Voices Customer feedback serves as the compass for automation refinement.

Call Center 52

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

360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Are you following these 5 critical customer experience trends?

Banking 124

Banking Metrics Big data Consulting 124

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. What is Customer Effort Score (CES)?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Tethr

FEBRUARY 8, 2021

These four cutting-edge call center QA trends are set to revolutionize the way we think of QA in the coming months… and generate unprecedented returns for the leaders that hop on board. The customer, and the customer experience, should be front and center on your scorecards, with at least 30% of the scorecard devoted to CX ratings.

Call Center 116

Call Center Coaching Surveys Accountability 116

Nicereply

APRIL 21, 2020

Customer effort score isn’t just about the ranking as much as it is about proactively thinking about ways to address it. One of these measurements, Customer Effort Score, is a metric that gauges how much effort a customer had to exert to get to their answer or accomplish their goal. Conclusion.

Customer effort 88

Customer effort Multichannel Metrics Surveys 88

BlueOcean

MARCH 11, 2025

This comprehensive analysis goes beyond traditional quality monitoring and provides deeper insights into customer sentiment, behavior patterns, and emerging trends. These trigger points aren’t static; they’re constantly refined based on actual customer interactions and brand-specific requirements.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. But customers don’t want to feel like another ticket in the queue.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. Example: A telecom provider sees high Customer Effort Scores (CES) scores in its call center, indicating customers are exerting significant effort to resolve issues.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

CX Accelerator

JULY 22, 2019

Through different survey questions, organizations can calculate some of the more common VOC metrics, including: Customer Effort Score (CES) – Measures the level of effort your customers devote to doing business with you (the less effort, the better). This way, efforts can be concentrated on those specific metrics.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Kayako

APRIL 1, 2022

Customer attrition risk is real, as over half (54%) of US consumers say that most companies need to improve their customer service. The good news is that this gap represents a significant opportunity for improvements to achieve a good customer experience that will boost eCommerce sales. billion in sales by 2024.

Sales 90

Sales Upselling Personalization Chatbots 90

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Customers also expect to have their needs met in a timely, effective fashion.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

CX Accelerator

JULY 22, 2019

Through different survey questions, organizations can calculate some of the more common VOC metrics, including: Customer Effort Score (CES) – Measures the level of effort your customers devote to doing business with you (the less effort, the better). This way, efforts can be concentrated on those specific metrics.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

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

CX Global Media

DECEMBER 28, 2017

While it’s known that we need to reverse the trend and help leaders get better at change, it’s not happening fast. Definitely not fast enough for customers. Reducing Customer Effort. Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. Because customers still aren’t happy. A staggering 88% of customer service professionals say customers have higher expectations than in the past. As we look to 2020 call center trends, we look past shiny objects. They want more.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Nicereply

JUNE 20, 2019

It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so. times that of laggards. Experience is King.

Marketing 77

Marketing Chatbots B2C Self service 77

Tethr

DECEMBER 23, 2020

Today, we’ll discuss some of the 2021 CX trends we believe will come to shape the landscape of customer service interactions in the coming year. #1. Customers are turning to digital self-service channels for answers more now than ever before, looking to solve their problems without ever talking to a human. We can help.

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

Interactions

APRIL 2, 2025

92% of surveyed consumers report lower customer effort when theyve experienced a seamless transition from self-service to live agent. You can drill down to individual conversations, create custom dashboards, or dig into trends using a conversational interface that also provides suggested actions.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

NobelBiz

FEBRUARY 21, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

NobelBiz

FEBRUARY 15, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

CSM Magazine

MARCH 13, 2025

Monitoring trends in NPS helps you pinpoint areas that need improvement to better meet (or exceed) customer expectations. If satisfaction dips for a particular service, youll know exactly where to target your improvement efforts. Customer trust and lasting value are vital for any business. Why does this matter?

Metrics 52

Metrics Surveys Feedback Analytics 52

JustCall

AUGUST 8, 2023

It eliminates roadblocks in the customer journey and makes the value proposition accessible. The resulting reduction of customer effort makes the experience frictionless and yields a bouquet of benefits from higher customer satisfaction levels to customer loyalty to increased revenue.

Customer effort 52

Customer effort Multi-channel support Self service Chatbots 52

Etech GS

APRIL 30, 2019

While many companies may not strive to recreate the Zappos customer experience model, most want to continue evolving to meet consumers’ needs in a way that builds brand loyalty. Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Pick and Choose Technology and Tools Wisely.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

TechSee

MAY 19, 2020

The level of effort involved in proactively registering their products is often too high, even though without product registration, brands cannot validate the warranty in order to provide effective service. Product registration process trends.

Self service 207

Self service Sales Customer effort Technology 207

TeleDirect

DECEMBER 22, 2024

Customer Effort Score (CES) Definition: Measures the ease with which customers can resolve their issues or complete tasks. Why It Matters: A low-effort experience increases customer loyalty and satisfaction. Why It Matters: Balanced utilization rates prevent overworking agents while ensuring productivity.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

Fonolo

MARCH 2, 2021

Top Contact Center Trends 2021. 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. Customer Effort (CES). Customer Effort is a reasonably new metric in the call center and one that is sadly under-utilized.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. Because customers still aren’t happy. A staggering 88% of customer service professionals say customers have higher expectations than in the past. As we look to 2020 call center trends, we look past shiny objects. They want more.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Call Center Weekly

SEPTEMBER 19, 2018

I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. She is passionate about the Customer Experience and all things digital to help reduce customer effort and bring the voice of the customer to the decision making table.

Telecommunications 150

Telecommunications Contact Center Call Center Customer effort 150

Customers That Stick

NOVEMBER 10, 2014

Customers want to talk with us where they want to talk with us, and they want the experience to be seamless and consistent across channels. Based on current technological trends, it seems unlikely that this trend will weaken with time. Now here’s some insight to get your employees to buy-in to it. Someone Was Listening.

Construction 147

Construction Customer effort Customer Experience Feedback 147

aircall

MAY 26, 2021

Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. With no signs of a slowdown since, this shows how swiftly shopping trends can change direction. Despite the changes in the shopping experience, what hasn’t changed is the importance of the customer.

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

ShepHyken

MAY 25, 2020

Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. My Comment: With all the ways to measure “customer satisfaction,” such as NPS, CSAT, customer effort, and many more, I’ve always felt the most important measurement is if the customer comes back.

Customer Service 156

Customer Service Customer retention Contact Center Marketing 156

Tethr

AUGUST 27, 2020

Stop wondering and let AI’s machine learning algorithms help you determine which factors are influencing your customer’s decision to pull the plug. According to statistics from Small Business Trends , 65 percent of an organization’s business comes from existing customers. Never miss a touchpoint.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

ProProfs Blog

NOVEMBER 15, 2021

The collected information from a business questionnaire helps you form growth strategies by analyzing meaningful insights about market trends, employees, and customer behaviors. Customer satisfaction is one of the vital aspects that could make or break a startup/thriving business. Analyze Market Trends and Competitors .

Surveys 144

Surveys Feedback Morale Customer effort 144

ShepHyken

MARCH 27, 2020

Customer Effort Score (CES). The Customer Effort Score measures the ease of the customer experience. This survey analyzes the effort a user expends to interact with services and products. When customers remain satisfied, they’re likely to remain loyal.

Surveys 143

Surveys Customer Experience Advertising Customer effort 143

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.

Call Center 52

Call Center Metrics Abandon rate Coaching 52