Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Are they frustrated by long wait times? Run a correlation analysis to look at how NPS connects to key factors (like response times, product quality, or ease of use).

Surveys 62

Surveys Benchmark Feedback Metrics 62

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. Compare your score to industry standards (by region, country, industry).

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Outsource Consultants

JANUARY 27, 2025

Optimize Average Handle Time (AHT) AHT measures the average time spent on a customer interaction, including talk time, hold time, and after-call work. Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industry standards. Use AI-driven analytics to identify bottlenecks.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Creative Virtual

JULY 18, 2019

Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

Hodusoft

NOVEMBER 6, 2024

Long wait times and poor service can drive customers to abandon calls. Define Clear QA Standards First thing first, before implementing best practices, it is crucial to establish clear QA standards. These standards should include: Hold Times: What is the acceptable waiting time for customers?

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52