NICE inContact

JANUARY 11, 2019

The underlying concept and goal of an omnichannel approach involves a seamless customer journey across multiple channels, but it can only be perfected if it is monitored and rated as such. In addition, evaluation tools must be adjusted so agents assigned with diverse tasks are rated accordingly. Increased session length could.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Experience Matters

JANUARY 6, 2015

Customer Journey Deliberations. You can’t read very much about CX without running into something about customer journey mapping. That’s why Temkin Group’s customer journey mapping workshops regularly sell out. 4) What will the customer do right afterwards? It’s a hot topic.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Calabrio

MARCH 5, 2025

To accomplish this, organizations need customer experience management tools that capture all aspects of the customer journey and the actions taken to address the issue at each step of the process. Customers value their time, and swift resolutions build trust and confidence in your brand.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Calabrio

NOVEMBER 12, 2019

CES is used for single events only, not the entire customer experience, which again helps brands see what areas of the customer journey require the most effort and need to be improved. AVERAGE HANDLING TIME Customers expect their questions to be answered quickly, which is where average handling time comes in.

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CES helps improve customer service and other routine interactions. It’s a touchpoint metric and can address specific roadblocks in the customer journey. Effort scores are fairly limited in scope and don’t provide an abundance of information to improve the entire customer experience. What are its pros? What are its cons?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. They can also handle up to 25 interactions concurrently, driving agent productivity up and customer wait times down.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. Let’s find out!

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

rethinkCX

MARCH 4, 2025

One legendary call lasted over 10 hoursnot fixing a glitch, but chatting with a customer who needed company. No average handle time quotas herejust a mandate to wow. rethinkCX helped a fashion brand adopt this, using journey mapping expertise to pinpoint where listening turns into loyalty. The payoff?

Case Study 52

Case Study Study Brands Customer Experience 52

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey.

Analytics 195

Analytics Data Social Media Average Handle Time 195

NICE inContact

OCTOBER 15, 2019

And your CRM is your single source for customer relationship data, including identity details, preferences, purchase history, service contracts, and more. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

InMoment XI

JULY 25, 2024

Where a customer experience is defined as how customers feel about their collective experiences and interactions with a company, the contact center experience encompasses how customers feel about their interactions with an organization’s contact center. Why is the Contact Center Experience Important?

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

CSM Magazine

DECEMBER 9, 2024

This approach has already helped organisations achieve significant improvements in key metrics such as first-contact resolution rates, average handling times, and customer satisfaction scores. Key topics will include: Strategies for reducing annual operational costs by up to 4.2

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omni-Channel 135

Omni-Channel Social Media Average Handle Time Knowledge Base 135

BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

InMoment XI

NOVEMBER 15, 2023

What Are Important Metrics to Consider in Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. A comprehensive approach to data integration ensures a holistic view of the customer journey.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 137

Customer Experience Effort Score Net Promoter Score Contact Center 137

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 136

Customer Experience Effort Score Net Promoter Score Contact Center 136

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

ShepHyken

JULY 11, 2022

(Customer Experience Magazine) Developing new approaches to measurement is a priority for businesses that want to drive agile decision making. Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time. My Comment: How do you measure CX?

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

Calabrio

OCTOBER 4, 2024

Facing increased complexity, with blind spots across the operation and throughout the customer journey, it becomes more and more difficult to make impactful improvements to customer satisfaction and agent performance. Without the help of automation, teams face a deluge of interactions and the data they create.

Contact Center 130

Contact Center Management Effort Score Analytics 130

ShepHyken

NOVEMBER 30, 2018

Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Omni-Channel 98

Omni-Channel Self Service Abandon Rate Policies 98

AWS Machine Learning

NOVEMBER 15, 2023

In this post, we demonstrate how data aggregated within the AWS CCI Post Call Analytics solution allowed Principal to gain visibility into their contact center interactions, better understand the customer journey, and improve the overall experience between contact channels while also maintaining data integrity and security.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

ShepHyken

JANUARY 18, 2022

Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies. Process: Have a living playbook and a CX journey map. Some metrics may even lead to customer neglect.

Average Handle Time 77

Average Handle Time Customer Journeys Sports Customer Experience Management 77

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

SuiteCX

OCTOBER 24, 2016

There was no time to waste, as whatever the problem was clearly wasn’t going to fix itself. MAP OUT THE CUSTOMER JOURNEY. Although we thought we understood what our customers were going through, we took the time to do a deep dive into the data and documented all of the customer touch points.

Call Center 100

Call Center Average Handle Time Customer Journeys Roadmap 100

Calabrio

OCTOBER 4, 2024

Angesichts der zunehmenden Komplexitt und der blinden Flecken im gesamten Unternehmen und in der gesamten Customer Journey wird es immer schwieriger, die Kundenzufriedenheit und die Leistung der Agenten wirksam zu verbessern. Einblicke gehen verloren, wichtige Trends bleiben unklar und das Endergebnis ist das gleiche.

Contact Center 130

Contact Center Average Handle Time Analytics Trends 130

Upstream Works

NOVEMBER 19, 2020

This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

ShepHyken

APRIL 2, 2021

When creating your customer service strategy, it’s important to continue to invest in new technologies and platforms, but don’t overlook the value of optimizing your current channels. Misconception #3: Speed is the most important customer service metric. But customers don’t want to feel like another ticket in the queue.

Self Service 114

Self Service Customer Service e-support Average Handle Time 114

TechSee

OCTOBER 10, 2019

For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration. With self-service technology changing the nature of customer experience, more consumers can now resolve many simple issues independently, without the need for intervention by contact center agents.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Bold360

OCTOBER 2, 2020

The data relevant for routing purposes can be gained from: (1) initial discovery questions that ask customers what they want to do; (2) customer profile data pulled from your customer relationship management (CRM) system; and (3) customer journey data about what clicks the customer has made leading up to when/where they reached out for help.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? This should be shorter than the average handle time of your live chat agents.

Metrics 104

Metrics Chatbots Average Handle Time Effort Score 104

Inbenta

DECEMBER 14, 2021

Let’s take a look at 5 insurance chatbot use cases based on the key stages of a typical customer journey in the insurance industry. Often, potential customers prefer to research their options themselves before speaking to a real person. Speed up average handling times (AHT) and increase first-contact resolution.

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

CSM Magazine

AUGUST 30, 2022

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

Natalie Petouhof

APRIL 7, 2016

Look at critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), reduction in call volume, increases in the opportunity to generate revenue, improved marketing, greater self- service employee engagement, increased digital customer engagement on any device, anywhere, anytime.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40