CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 228

Metrics Morale Benchmark Government 228

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

Beyond Philosophy

AUGUST 23, 2024

Ensuring a respectful work environment is critical for employee morale and long-term success. In this episode, we also explore: The importance of knowing your customer cost metrics and tracking them accurately. Sometimes, the best way to move forward is to let go.

Customer centricity 195

Customer centricity Morale Metrics 195

Win the Customer

NOVEMBER 20, 2024

Boosted Employee Morale: Empowering employees to be empathetic can boost their morale and job satisfaction. Measure Empathy: Use metrics like customer satisfaction surveys and Net Promoter Score to assess the impact of empathy on your business.

Morale 59

Morale Chatbots Surveys Technology 59

TeleDirect

MARCH 20, 2025

Monitor and Analyze Performance Metrics Regularly track KPIs such as customer satisfaction scores (CSAT), average handle time (AHT), and call abandonment rates to identify areas for improvement. Q4: What metrics should call centers monitor to measure performance? Q5: Why is follow-up important after resolving an issue?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 167

Customer Service Airlines Metrics Journey mapping 167

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

TeleDirect

APRIL 7, 2025

It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally. Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Call Experts

APRIL 14, 2022

The ASA metric is measured in seconds, and it’s calculated as the average time calls spend waiting in the queue before they are answered. The ASA is a powerful metric to improve your customer experience and make sure your customers are happy. There are many contact center metrics that you can use to measure agent performance.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

CX Global Media

OCTOBER 15, 2018

When training can’t be accessed when needed or isn’t exactly what they need – it results in lower long-term productivity and morale because learning cannot be applied right away. Know Your Metrics. Without question, every single metric a contact center executive tracks are directly impacted by frontline supervisor skills.

Contact Center 269

Contact Center Morale Call Center Metrics 269

CSM Magazine

NOVEMBER 23, 2021

Customer morale can be highly likened to customer satisfaction. This metric refers to how happy your customers are to continue supporting your brand. What are some failproof strategies to improve customer morale? Overall, it’s a reflection of how you treat your customers and how you’re able to meet your customer’s expectations.

Morale 59

Morale Feedback Chatbots Metrics 59

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 182

Metrics Morale Benchmark Government 182

CCNG

JANUARY 18, 2023

The result can be higher turnover and lower morale. For example, metrics such as Utilization or Adherence can reduce decision ROI more than 50% because an agent can be logged in or in the right place 90% of the time, but that does not mean they are working.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Call Center Weekly

OCTOBER 9, 2017

Improved quality and performance When staff are trained on a continual basis, they move the needle on quality and performance metrics such as CSAT, QA, NPS,QA. Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment.

Contact Center 273

Contact Center Morale Government Education 273

Fonolo

AUGUST 17, 2021

Use metrics and act on them. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

NOVEMBER 24, 2020

” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. This will require a change in metrics and KPIs, as these calls and interactions will take longer, and metrics like Average Handle Time will give way to KPIs such as customer sat, NPS, FCR, etc.”

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

APRIL 14, 2020

Metrics are more than just numbers on a page. Metrics don’t exist in a vacuum. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Call Center Weekly

JULY 18, 2017

Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. Assign projects with deadlines, track metrics, and/or assign tasks as required. This should be avoided unless warranted. Don't allow this to be your default perspective.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Fonolo

JULY 14, 2020

The Executive Guide to Improving 6 Call Center Metrics. Flexible scheduling has been proven to increase morale. Flexible working arrangements show your employees that you care about their personal lives, which boosts morale. You may be able to get close but very few contact centers have a steady flow of inquiries.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

TeleDirect

JANUARY 4, 2025

Monitor real-time metrics to adjust staffing as needed. Recognition and incentives to boost morale. Workforce management systems help: Forecast call volumes based on historical data. Schedule agents to match demand, minimizing downtime and overstaffing. Call centers combat this by providing: Rotating shifts to balance workload.

Call Center 71

Call Center outsourcing Healthcare Multichannel 71

Vistio

OCTOBER 15, 2024

High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. Skill Absorption Metrics: Post-training performance can also be analyzed to see how well agents are applying what they’ve learned. The Importance of Agent Retention and the Role of Data Agent retention has far-reaching implications.

Analytics 52

Analytics Coaching Morale Metrics 52

Fonolo

JUNE 8, 2021

It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. Regular acts of public recognition can really improve morale and bring out the positive spirit in everyone.

Call Center 133

Call Center Morale Contact Center Technology 133

CSM Magazine

JANUARY 24, 2025

Convergence to a single platform for operational handling allows organizations to easily track performance metrics and inventory levels and procure direct tasks. Other than skills, instilling accountability and teamwork promotes morale and the spirit of innovation.

Morale 52

Morale Metrics Best practices Analytics 52

ShepHyken

AUGUST 18, 2023

Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing. Measuring Success: Key Performance Indicators (KPIs) Customer Satisfaction Metrics and Feedback Measuring customer satisfaction through feedback and survey data helps gauge the effectiveness of AI-driven customer service.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? A few had teams that were successful at every key performance metric and their agents were engaged. Then you’ll better understand the impact coaching has on moving key metrics. Click to Tweet .

Contact Center 149

Contact Center Coaching Education Call Center 149

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Gold metrics are the key to multiplying value.

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

Peter Lavers

FEBRUARY 12, 2015

Being the voice of the customer at the top table is almost a moral responsibility for any organisation’s customer insight leader. However, it’s important to focus on where you can add extra value to what they know already.

Morale 160

Morale Marketing Analytics Metrics 160

Joe Rawlinson

MARCH 24, 2014

A combination of both is important to maintaining morale in your area. Offering a new tablet or noise-canceling headphones to individuals who exceed their metrics can be motivating. Personal recognition by the manager goes a long way to building a solid team. Give comp time as a reward to the high-achievers on your team.

Customer Service 153

Customer Service Morale Education Consulting 153

Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Net promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. Net promoter score (NPS).

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Fonolo

NOVEMBER 8, 2022

In fact, agent morale, customer satisfaction, and other important KPIs are directly tied to your call center’s ability to successfully manage incoming queries. When it comes to lowering call center demand, first call resolution (FCR) is the most important call center metric to focus on. Focus on First Contact Resolution.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Outsource Consultants

FEBRUARY 18, 2025

Regular Meetings: Conduct regular business reviews to track progress on action plans, discuss performance metrics, and address any roadblocks that may arise. Tie rewards to specific, measurable quality metrics. Publicly acknowledging success can boost morale and encourage others to strive for excellence.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

SharpenCX

JUNE 10, 2021

Define metrics to track agent performance and set attainable goals for each employee. Then, make sure your agents have visibility into those key metrics and how their interactions impact each one. While you’re at it, keep track of agent-focused metrics, like Average Training Investment per agent and Transfer Rate, too.

Morale 67

Morale Call Center Contact Center Coaching 67

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. How real-time call metrics transform decision-making A successful decision-making process needs actionable data. Here are a few ways real-time call metrics transform decision-making.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

SharpenCX

JUNE 2, 2020

Then, use your WFM tools (or an Erlang calculator if budgets are tight) to measure how many agents you need each hour to maintain service-level metrics. The post Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets appeared first on Sharpen.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

SharpenCX

NOVEMBER 23, 2021

10 Ways to Go Above and Beyond for Your Employees: Boosting Call Center Motivation and Morale : Invest in your agents and invest in yourself by creating a positive workplace. Read through this blog post to learn how to motivate your agents and boost morale on your team. Get the Whitepaper.

Customer Service 128

Customer Service Morale Contact Center Call Center 128