Average Handle Time Effort Score Net Promoter Score 
Experience Investigators by 360Connext
FEBRUARY 6, 2024
CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient. This is often because there is a lack of resources — managing one or two metrics is all one person or team can handle.
InMoment XI
OCTOBER 31, 2024
Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. Lower AHT reflects efficient service.
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Kayako
JUNE 8, 2017
Customers desire minimal effort to get an answer, and that’s what makes them come back to your business. High effort experiences result in 96% of customers becoming disloyal to a business. Transfers contribute to a high-effort experience for the customer as they re-explain their problem to every new support agent.
NICE inContact
JANUARY 31, 2019
Cloud computing – Wikipedia defines cloud computing as shared pools of configurable computer system resources and higher-level services that can be rapidly provisioned with minimal management effort, often over the Internet. Cloud computing relies on sharing of resources to achieve coherence and economies of scale.
Comm100
MAY 31, 2021
But it’s completely worth the effort. Customer satisfaction (CSAT): Track a combination of satisfaction metrics to get the full picture, including customer effort, loyalty, and net promoter score. Set measurable and clear goals. You can also track CSAT on an individual, as well as team, level.
Comm100
SEPTEMBER 28, 2022
Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. A high number of missed chats may also indicate that agents are spending too much time on each chat.
InMoment XI
NOVEMBER 15, 2023
There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. A low CES indicates a smoother customer experience, while a high score signals potential areas of friction.
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