Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. Ill get to the top 17 Qualtrics alternatives in just a minute, but first, a shameless plug for Interaction Metrics. But for most companies?

Surveys 48

Surveys Enterprise B2B Analytics 48

TechSee

MAY 1, 2022

The CSAT score is a commonly used metric that provides valuable insights and actionable data on how happy customers are in their interactions with a company. CSAT vs Other Customer Service Metrics. This metric helps companies understand what keeps customers loyal and identify ways to improve customer service and reduce churn.

Customer Experience 109

Customer Experience Surveys Benchmark Wireless 109

Nicereply

SEPTEMBER 4, 2023

Fortunately, your Net Promoter Score (NPS) is a solid metric to combat the gray area, and understanding it will give you strong insights into your customers’ perception of your business. A NPS score is a market research metric that measures customer loyalty, satisfaction, and the likeability of a company’s performance.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Fonolo

MARCH 17, 2022

But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Call center leaders have a wide network- from internal call center executives to contacts in industry associations.

Call Center 91

Call Center Management call center software Average Handle Time 91

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

Calabrio

MARCH 22, 2025

To foster a healthy, engaged culture, prioritize open communication, provide regular feedback and recognition, and offer opportunities for professional development. By prioritizing culture, you create a foundation for sustained success and employee loyaltyand likely make your job as a contact manager easier in the process.

Best practices 52

Best practices Contact Center Management Call Center 52

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Employee Engagement: Employees are aligned with the goals of the organization. Wondering which metric to choose? Customer metrics are also referred as customer experience KPIs.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes.

Employee engagement 40

Employee engagement Surveys Metrics Feedback 40

Calltools

DECEMBER 22, 2021

The right software, training, management and strategies can help ensure that your queue times stay within a healthy statistical range and even help move that range to outperform industry standards. Display Call Queue Metrics. Giving your teams real-time access to their data and creating awareness of successful metrics pays off.

Contact Center 52

Contact Center Management Interactive Voice Response Coaching 52

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Employee Engagement: Employees are aligned with the goals of the organization. Wondering which metric to choose? Customer metrics are also referred as customer experience KPIs.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

SharpenCX

JANUARY 28, 2020

Good management, proper training and coaching, employee engagement strategies, the list goes on. Your processes and performance metrics should support future growth and greater customer loyalty. Plus, they should work for improved agent engagement and retention, too. Sure, there are many ways to offer support.

Call Center 69

Call Center call center software Abandon rate Contact Center 69

CSM Magazine

APRIL 17, 2025

Few metrics define contact center performance more clearly than call abandonment rates. Faced with sky-high 14% abandonment rates almost three times the industry standard the company knew operational change was needed. Cadaceus Health saw a 30% increase in its Great Place to Work metrics.

Abandon rate 52

Abandon rate Technology Employee engagement Call Center 52