CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others.

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

CX Global Media

AUGUST 27, 2018

When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. In the contact center industry, our common practices are by no means what you want to follow – unless you want to be average.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

ProProfs Blog

DECEMBER 11, 2020

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ShepHyken

APRIL 2, 2021

Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry. Misconception #3: Speed is the most important customer service metric. Combating Common Customer Service Misconceptions.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. We are still in the early days of this transformation, but the “Drive to 100” will be embedded in the fabric of each customer-facing metric within the business. .

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. Customer Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

MARCH 4, 2021

But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management. This metric is one of the most common industry KPIs, as it also indicates the percentage of customers who need to reach out multiple times to resolve a problem.

Metrics 148

Metrics Call Center Abandon rate Abandon Call 148

Fonolo

MARCH 11, 2021

It may be difficult to think of metrics and reporting during times like these, but proper data collection can offer insight into what’s working in your call center and what’s not. How to Overcome Challenges with Your Call Center Metrics. The average abandon rate for the medical and healthcare industries is 13% – TalkDesk.

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Fonolo

MARCH 25, 2021

Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. First, some quick basics.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ShepHyken

NOVEMBER 20, 2020

NPS is a customer satisfaction metric that can help you evaluate the quality of your service. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). Track and Measure Key Customer Service KPIs. CSAT is an indicator of customer satisfaction.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics SaaS Accountability 273

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. The fairly new metric, which turns 21 this year, is widely used across the globe to calculate customer loyalty.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Education Services Group

APRIL 27, 2022

Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. Imagine the results of a survey that asked customers when they received value from a product, compared to the lavish number we’re recording. Truly the king of CS metrics. if you need a little help there.

Metrics 98

Metrics Surveys SaaS CRM 98

ShepHyken

JUNE 15, 2020

The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep. MarTech) As the leader of customer experience and advocacy at SurveyMonkey, my work focuses on innovating CX for three specific areas: SurveyMonkey, our customers and the industry as a whole.

Customer Service 195

Customer Service Surveys Metrics Customer Experience 195

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Unlike the typical survey approach, our surveys are built on three key principles: reciprocity, real listening, and scientific rigor.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Comm100

NOVEMBER 2, 2022

To understand how effective chatbots can be, there are several chatbot success metrics you need to track. With that in mind, in this article we’ll break down the top chatbot performance metrics that you should pay attention to, starting with the staple chatbot metrics and then moving onto the more technical chatbot metrics.

Chatbots 98

Chatbots Metrics Average Handle Time Wait times 98

CX Accelerator

JULY 22, 2019

Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. Additionally, some tools use a call-back approach to provide a machine-based survey. However, a drawback to call-back surveys is that they are primarily dependent on phone systems. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

CX Accelerator

JULY 22, 2019

Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call. What are their feelings regarding the company?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Outsource Consultants

MARCH 18, 2025

Ongoing training programs keep agents updated on product knowledge, customer service techniques, and the latest industry trends. 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.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. What is a post-purchase survey?

Surveys 96

Surveys Feedback Best practices Marketing 96

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. At Interaction Metrics, we take a smarter approach. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Nicereply

DECEMBER 17, 2024

One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Nicereply

JANUARY 23, 2023

There are so many different CX metrics you could track. Here are more great benefits of making sure you’re customers are satisfied: Bain & Company , the creators of NPS, found that just a “5% increase in customer retention produces more than a 25% increase in profit” in some industries. But which one(s) should you actually use?

Metrics 98

Metrics Customer effort Surveys Feedback 98

TeleDirect

MARCH 9, 2025

Monitor Key Performance Metrics and Adjust Strategies Track average wait time, abandonment rates, and First Call Resolution (FCR). Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. Call back customers at a scheduled time, reducing frustration.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79