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. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Kayako

JUNE 8, 2017

Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Productivity is not the only metric that matters. An insights panel or dashboard won’t be able to capture these detailed metrics. Customers helped.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

BlueOcean

DECEMBER 2, 2024

Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details. Every front desk agent is challenged to write a “WOW statement” every day about an awesome customer interaction. Are they listening?

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel. Invest in Digital Channels Customers are increasingly keen on digital interactions.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Imagine they complete an interaction in a total of 2 minutes.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

TechSee

FEBRUARY 10, 2025

Sophie AI picks what works best for the individual user and your brand, based on real-time context and past interactions. True Scalability: AI handles complex tasks at scale, maximizing your ROI while freeing human agents to focus on those interactions that require a “human touch.” The result?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

BlueOcean

AUGUST 13, 2024

We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? What is the Average Handle Time? All these contact center metrics and more add up to give us a picture of call center performance. Is the Service Level Agreement being met? Book a call today to discuss further.

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Imagine they complete an interaction in a total of 2 minutes.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. Quality monitoring data provides insights to streamline processes, improve efficiency, and reduce call handle times.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond. Transactional Data: Purchase history, order tracking, and payment information.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Calabrio

NOVEMBER 12, 2019

Analytics Are You Measuring These Critical Customer Experience Metrics? Tracking experience metrics helps companies better understand customers and their needs, as well as the progress and ROI of their initiatives. NET PROMOTER SCORE (NPS) Think of this as the Holy Grail of customer experience metrics.

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

BlueOcean

JUNE 26, 2018

Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details. Every front desk agent is challenged to write a “WOW statement” every day about an awesome customer interaction. Are they listening?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Kayako

MARCH 3, 2016

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Navigate this guide: Productivity metrics. Performance metrics.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Comm100

SEPTEMBER 28, 2022

Here are some things to look for with this metric: How many chats are agents accepting as opposed to rejecting or passing off to other agents? Is your live chat count lower or higher than what your company is aiming for? A high number of missed chats may also indicate that agents are spending too much time on each chat.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Calabrio

MARCH 5, 2025

In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. To calculate FCR: Track all interactions initiated by customers within a given period, such as one month. Divide FCR by the total number of calls in a specific time and multiply by 100.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Their insights provide valuable data for management to optimize training and service delivery.

Contact Center 130

Contact Center Management Strategy Call Center 130

NICE inContact

NOVEMBER 7, 2018

Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Quality scores indicate the level of performance your agents display in their interactions with a customer. Average Handling Time. But where do you find the answers? Quality Scores.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time Call Center Virtual Call Center Knowledge Base 52

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Timely delivery: Deliver feedback promptly after the evaluated interaction, while it’s still fresh in the agent’s mind, with the help of QM tools.

Call Center 130

Call Center How To Contact Center Gamification 130

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated? What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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. What Is a Contact Center Experience?

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

NICE inContact

FEBRUARY 13, 2018

During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting. However, benefits extend to other contact center metrics as well. Average Handle Time.

Contact Center 122

Contact Center Average Handle Time Engagement Wait Times 122

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

MARCH 22, 2025

Conversational intelligence involves analyzing customer interactions with your business to assess engagement, intent, and sentiment. CI goes the extra mile, tracking more reliable factors like response times, interaction frequency, and conversational sentiment. What Is Conversational Intelligence (CI)?

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

Comm100

AUGUST 21, 2018

One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 104

Metrics Chatbots Average Handle Time Effort Score 104

Comm100

AUGUST 21, 2018

One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

rethinkCX

FEBRUARY 13, 2025

Introduction In todays fast-paced business world, call centers play a crucial role in managing customer interactions and ensuring high-quality service. Increased Employee Productivity Well-trained agents handle calls more effectively. Stronger Brand Image Positive interactions lead to better customer perceptions and loyalty.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

NICE inContact

JUNE 5, 2019

The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics. Constantly Ask Yourself “Why” and “How”.

Contact Center 136

Contact Center Average Handle Time Exercises Video 136