Feedbackly

SEPTEMBER 22, 2023

When it comes to KPIs, the list is long, with C-SAT, EVI®, NPS, and CES dominating the realm. Here, metrics like EVI®, NPS, and customer retention are essential. Then, metrics like conversion rate, cart abandonment rate, and customer lifetime value (CLV) matter. But do you need everything?

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Comm100

MARCH 28, 2018

NPS: Whether your customer would recommend your service to their friends/family. Abandon Rate: Percentage of contacts that are lost before they can be answered. Transfer Rate: Percentage of contacts that have to be transferred to another agent. Handle Time: How much time an agent takes to complete a contact.

Metrics 122

Metrics Report System Customer Service 122

Playvox

JULY 14, 2023

Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement. Things like customer satisfaction scores (CSAT) and Net Promoter Scores (NPS) are good indicators of customer happiness.

Contact Center 74

Contact Center Measurement Call Center Abandon Rate 74

Playvox

JUNE 22, 2023

Net Promoter Score (NPS) Net Promoter Score, also known as NPS, is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Responsetek

MAY 8, 2018

Working with our CEM platform, our insurance clients typically see an average improvement in NPS® (satisifaction score) of 12.0 Within six months, the bank saw a five percent decrease in its abandonment rate, resulting in the equivalent of a seven times return on investment on its CEM solution. Download eBook.

CEM 40

CEM Strategy Insurance Abandon Rate 40