InMoment XI

OCTOBER 30, 2024

Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. Mendix ) 50% of five-star ratings from insurance customers highlighted that a “positive or empathetic adjuster attitude and handling approach” is important to their satisfaction. (

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.). Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Calabrio

MARCH 11, 2025

It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception. It directly impacts: Customer Satisfaction and Loyalty: By ensuring consistent, high-quality interactions, QA drives customer satisfaction and fosters long-term loyalty.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

FEBRUARY 28, 2025

Customer loyalty and retention: Through detailed analysis of customer interactions , speech analytics software helps businesses understand the factors that influence customer satisfaction and loyalty. Insights gained from voice data inform strategies to enhance contact center productivity and boost services and sales.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

Beyond Philosophy

MARCH 15, 2017

A few years ago, Harvard Business Review told us all that excellent customer service was not the foundation of customer loyalty, as we once thought, but instead a minor influence. The authors argued bad customer service had the most impact on loyalty—by destroying it. The Easy Path to Customer Loyalty.

Loyalty 121

Loyalty Self Service Average Handle Time Training 121

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

BlueOcean

JUNE 26, 2018

Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. It showed our team that we were going to bat for them, earning their trust and loyalty, and we created a better experience both for them and for our guests. Let us know today.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Kayako

JUNE 8, 2017

They don’t give us true insights into what results in customer loyalty, the true goal of all businesses. Aim for the right loyalty goals. The perception has been for years that, exceeding expectations = customer loyalty. Use the number of customers helped as your red flag indicator of satisfaction and loyalty.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The same is true for first call resolution and average handle times. If mistakes, delays, or escalations happen because of misinterpretation, your customer loyalty—and your bottom line—is going to suffer.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Calabrio

MARCH 5, 2025

CX analytics offer a better view of what makes customers interact with your brand, helping you craft experiences that foster positive reviews, increase interest, and sustain loyalty. By identifying problems like inefficient call routing and technology limitations, shrunk wait times and average handle times while driving a $2.7M

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

Calabrio

MARCH 22, 2025

In this complete guide to call center management, well untangle some of these complexities, offering actionable strategies and best practices to optimize your contact center and drive sustainable growthultimately transforming it into a strategic asset that enhances customer loyalty and strengthens your business’s bottom line.

Contact Center 130

Contact Center Management Strategy Call Center 130

Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

InMoment XI

SEPTEMBER 3, 2024

By analyzing conversations across multiple channels, companies can better understand customer needs, identify trends, and drive meaningful improvements that lead to greater satisfaction and loyalty. AI-Powered Summarization : Leverage generative AI to reduce average handle time (AHT) by 33% through concise call summaries.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Calabrio

MARCH 5, 2025

Here’s a deeper look into its importance: Enhanced Customer Experience and Loyalty: Resolving customer issues on the first contact minimizes frustration and demonstrates efficiency. 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

rethinkCX

FEBRUARY 13, 2025

Increased Employee Productivity Well-trained agents handle calls more effectively. Stronger Brand Image Positive interactions lead to better customer perceptions and loyalty. Average Handle Time (AHT): Optimize call duration for efficiency.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

Comm100

MAY 31, 2021

Customer satisfaction (CSAT): Track a combination of satisfaction metrics to get the full picture, including customer effort, loyalty, and net promoter score. You can also track CSAT on an individual, as well as team, level.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

InMoment XI

MARCH 22, 2025

Using our AI-powered technology, contact centers can reduce average handle time (AHT) by 33% by eliminating time-consuming administrative tasks that human agents would typically do. Improving Customer Engagement and Personalization The value of personalization is undeniable.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

Calabrio

NOVEMBER 12, 2019

That means a higher NPS equates to more customer loyalty and a stronger experience. AVERAGE HANDLING TIME Customers expect their questions to be answered quickly, which is where average handling time comes in. CUSTOMER SATISFACTION (CSAT) Customer satisfaction is tied closely to customer experience.

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

NobelBiz

DECEMBER 3, 2024

Why Forecasting Is Important for Call Centers Enhances Customer Experience The correct number of agents is guaranteed to be available for incoming calls, reducing wait times and improving first-call resolution rates. Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. As the industry shifts toward omnichannel communication, traditional KPIs like Average Handle Time must adapt.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

InMoment XI

NOVEMBER 15, 2023

By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. 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.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Satisfied” is a fairly low bar that may give organizations a false sense of security, because it doesn’t necessarily lead to loyalty. Average purchase value: What is the average dollar amount spent by customers? Customer churn rate: What percentage of customers stopped purchasing with a company during a specific time period?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). 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

BlueOcean

AUGUST 15, 2016

Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting. A data-driven customer experience strategy increases the value of your brand, the loyalty of your customers, and the strength of your word-of-mouth marketing.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. And the success cycle continues. But the trick is knowing what to measure.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. And the success cycle continues. But the trick is knowing what to measure.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

InMoment XI

JULY 25, 2024

When customers feel recognized and valued, their loyalty to the brand strengthens. This data-driven approach helps make informed decisions, set realistic goals, and implement targeted improvements to enhance customer satisfaction and loyalty.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

InMoment XI

DECEMBER 13, 2024

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. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

OCTOBER 5, 2017

Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. 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

Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. 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

NICE inContact

NOVEMBER 7, 2018

Average Handling Time. Keep track of the total time it takes to handle a particular call , including talking time and being on hold. The less time it takes to handle a call, the more time there is for making sales. It should be one. NPS refers to the esteem customers have for a company.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

Uniphore

NOVEMBER 16, 2021

The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

TechSee

SEPTEMBER 26, 2024

Driving Higher NPS and Loyalty A high Net Promoter Score (NPS) indicates a substantial likelihood of customers recommending your business to others. This metric is a key driver of long-term growth and brand loyalty. This shift towards focussing on deeply human, high-touch interactions can improve employee motivation.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124