Calabrio

MARCH 5, 2025

Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025. What is Customer Experience Analytics? Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights. increase in annual top-line revenue.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. As a solution that is natively integrated with Amazon Connect, there are no integration costs for customers to deploy.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

NICE inContact

FEBRUARY 6, 2019

The most mature ones are open cloud platforms that provide unlimited options to build personalized and customized experiences for every single customer. Look where your company falls and look towards taking the next iterative improvement to move one level at a time. CX metrics are not your operational KPIs.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

InMoment XI

JANUARY 10, 2024

While a multichannel contact center provides various communication options, an omnichannel contact center is better positioned to meet the heightened expectations of today’s customers. Ultimately, the choice between the two models depends on the organization’s commitment to delivering a superior customer experience.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

InMoment XI

DECEMBER 13, 2024

It provides rich insight into areas of improvement in the customer experience. For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Complementary CX Metrics Each of the above CX metrics reflects deeper elements of the customer experience throughout their journey. Average purchase value: What is the average dollar amount spent by customers?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Kustomer

SEPTEMBER 19, 2022

Containment rate, or its alternative name, “deflection rate,” is the percentage of total conversations fully handled by a chatbot, and is a key metric to track when trying to figure out how well your chatbot is performing. Customer satisfaction (CSAT) is also important. Be Customer-Centric.

Customer Service 91

Customer Service Average Handle Time Chatbots Self Service 91

TechSee

DECEMBER 28, 2020

With the hyper-awareness of the customer experience as a central theme of enterprises everywhere, field services have also transitioned to a more customer centric model. Focusing on customer satisfaction as an outcome of the service interaction has led companies to shift their measures of success as well.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

NICE inContact

NOVEMBER 23, 2018

It also helps to give then a few extra seconds of AHT, or average handle time, to scroll through a long list and pick the right one. . FCR is a very good indicator of customer satisfaction, which has become increasingly important in today’s customer-centric environment.

First Call Resolution 123

First Call Resolution Measurement Average Handle Time Call Center 123

Think Customers

NOVEMBER 3, 2015

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

Contact Center 40

Contact Center Customer Centricity Metrics Net Promoter Score 40

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. In my post last year, I named 2014 “ The Year of Empathy.” CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.

Contact Center 117

Contact Center Culture Self Service Wireless 117

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 89

Customer Experience Average Handle Time Net Promoter Score Customer Care 89

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

Omni-Channel 100

Omni-Channel Self Service Abandon Rate Policies 100

Doug Leather

MAY 30, 2014

To be customer-centric requires business capability to design and to consistently deliver a unique and distinctive customer experience to a selected set of customers in order to acquire, retain and to develop them efficiently. Your thoughts?

System 51

System Analytics Customer Experience Average Handle Time 51

Kustomer

OCTOBER 28, 2020

“Containment rate” (the percentage of total conversations fully handled by the bot), or its alternative name, “deflection rate”, is a key metric to track when trying to figure out how well your bot is performing. Customer satisfaction is also important. Be Customer-Centric.

Chatbots 52

Chatbots Average Handle Time Tips Customer Satisfaction 52

Kustomer

OCTOBER 28, 2020

“Containment rate” (the percentage of total conversations fully handled by the bot), or its alternative name, “deflection rate”, is a key metric to track when trying to figure out how well your bot is performing. Customer satisfaction is also important. Be Customer-Centric.

Chatbots 52

Chatbots Average Handle Time Tips Customer Satisfaction 52

Oracle

OCTOBER 1, 2019

Remember that time you ordered the perfect gift online and the entire process took less than 3 minutes to complete? Brands with a customer-centric approach that offer on-target content in the perfect channel with the right context create a frictionless experience. Do you recall that feeling of efficiency and accomplishment?

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

Interactions

JULY 9, 2024

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Customer-centric culture Customers are 2.4 Putting customers first is the most important factor to optimizing an IVA.

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

Interactions

JULY 9, 2024

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Customer-centric culture Customers are 2.4 Putting customers first is the most important factor to optimizing an IVA.

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Kustomer

SEPTEMBER 29, 2020

Customers Want You to Show Them They’re Valued. During times of crisis, customer needs change. Some organizations chose to shift their success metrics away from average handle time, as customers demanded (and valued) longer interactions. 2020 has never made that more apparent.

Average Handle Time 109

Average Handle Time Consumers Report Customer Service 109

ShepHyken

FEBRUARY 25, 2024

BONUS 16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper (Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process? There are ways around this! It is always a privilege to be included on lists like these.

Customer Service 65

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 65

TechSee

JUNE 11, 2019

Greater personalization: providing support via the customer’s preferred communication channels has been proven to drive brand loyalty. KPI #4: Average Handling Time (AHT). Visual Assistance boosts NPS across industries by 45% after eighteen months. Click here for the full report. Impact of Visual Assistance on AHT.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Playvox

JANUARY 24, 2022

86% of buyers will pay more for a great customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. Related Article: How Quality Management Can Help Improve Your Customer Experience. What are Customer Experience Metrics?

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Lithium

AUGUST 12, 2021

Most companies have yet to adopt a true customer-centric framework. Departments are typically aligned by channel, whereby teams KPI’s are based on improving efficiency and the customer experience in the channel they own.

Average Handle Time 52

Average Handle Time eBook How To Contact Center 52

Chattermill

JUNE 3, 2019

Generally, this is measured by customer support team, it’s calculated by taking the average response rate time between a customer opening a support ticket and when a rep acknowledges their request. Average Handling Time. for better customer experience. Sam Frampton.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Talkdesk

MARCH 20, 2018

Rather than relying on average handle time due to the assumption that speed matters, customer-centric organizations will begin by focusing on a desired outcome like CSAT. If a customer with high average handle time also has low marks from customers, the agent is taking too long to solve problems.

Average Handle Time 40

Average Handle Time Contact Center Call Center Customer Centricity 40

Ecrion

JUNE 9, 2020

Statistics show that brands that provide a superior customer experience generate 5.7 times the amount of revenue than those who don’t. Companies that put their customers first are 60% more profitable than less customer-centric counterparts. You may also uncover some core problems in customer service.

Data 72

Data Customer Experience Effort Score Net Promoter Score 72

Pointillist

JANUARY 25, 2019

Average Handle Time (AHT) Average handle time is the average amount of time an agent spends on a call. By tracking this metric over time, you can determine average handle times for various types of calls—and set a benchmark for your agents.

Call Center 75

Call Center Metrics Effort Score Abandon Rate 75

Eptica

JUNE 13, 2018

Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. So how do you ensure you are covering all the bases when tracking CX performance? There are three main considerations to focus on: 1.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Talkdesk

FEBRUARY 2, 2018

When thinking about performance, customer management thought leaders have historically focused on the supposed trade-off between efficiency and customer centricity. Businesses must listen to their customers and design experiences that drive efficiency and customer centricity.

Contact Center 40

Contact Center Net Promoter Score Average Handle Time Customer Centricity 40

RapportBoost

JANUARY 7, 2019

I’m honored to be included with such a prestigious group of talented customer-centric professionals,” said Ms. Each December for the past five years, the organization solicits input from its community to nominate their favorite thought leaders. RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Social Media Customer Centricity 40