InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. 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

Calabrio

MARCH 22, 2025

Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt. Go Deeper: Related Resources to Explore How to Improve Call Center Customer Experiences A Guide to Call Center Sentiment Analysis & Measurement What is Customer Interaction Analysis and Analytics?

Contact Center 130

Contact Center Management Strategy Call Center 130

Comm100

APRIL 28, 2021

By measuring the success of your live chat customer support team, you can understand where you need to improve to deliver a more positive customer experience. Most live chat platforms come with some degree of reporting capacities, making it easy to monitor key performance indicators (KPIs). Average resolution time.

Measurement 146

Measurement Abandon Rate Net Promoter Score Wait Times 146

Comm100

MAY 31, 2021

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. Set measurable and clear goals. Set measurable and clear goals. Read our Live Chat Benchmark Report 2021 for more insight on AHT.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. 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.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

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. And while metrics are great for measurement, it’s important to see these for what they are. How do you measure it?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Kayako

AUGUST 25, 2015

Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. Click To Tweet.

Measurement 120

Measurement Average Handle Time Trends Communication 120

Calabrio

MARCH 5, 2025

First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Comm100

MAY 28, 2020

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Average handle time.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. Measurement Finally, evaluation and measurement are challenging in conversation analytics.

Analytics 195

Analytics Data Social Media Average Handle Time 195

BlueOcean

OCTOBER 4, 2023

In our opinion, the basic formula for every great customer service interaction begins with your customer having easy access to a fast, accurate resolution in the channel of their choice, at the time of their choice, in the language of their choice. Providing bilingual French-English support has been a way of life in Canada since, well, forever.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? Detail roles and responsibilities, policies, and measurements.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? Detail roles and responsibilities, policies, and measurements.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

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. Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is a metric designed to measure the satisfaction level of customers regarding a specific interaction or experience.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Not only does this enable them to measure their efficiency , but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.

Report 68

Report Self Service Average Handle Time Contact Center 68

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. ” Techniques to optimize time. Improve agent utilization.

Call Center 196

Call Center Self Service Strategy Contact Center 196

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. A dashboard helps identify inefficiencies like frequent repeat calls or long wait times.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

NOVEMBER 28, 2018

This is often caused by systems not designed to deliver management reporting. When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Think of the possibilities.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

InMoment XI

JULY 25, 2024

Contact Center Experience Best Practices The metrics you track to measure your contact center experience will vary depending on your industry. This can speed up resolution times and improve customer satisfaction. They can also be reviewed to ensure that the quality of the service is still up to brand standards.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

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. Net Promoter Score (NPS).

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

Kayako

MARCH 3, 2016

In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

SurveySensum

OCTOBER 29, 2024

These techniques help process and analyze thousands of customer feedback, interactions, emotions, etc in a matter of minutes, automating repetitive tasks and generating analytical reports. However, what are the benefits of contact center analytics? Let’s find out! Why is Contact Center Analytics Important?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. From CX measures, operational measures, and outcome measures, they are often commingled, making the environment very confusing and often contradictory.

Customer Experience 137

Customer Experience Effort Score Net Promoter Score Contact Center 137

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. From CX measures, operational measures, and outcome measures, they are often commingled, making the environment very confusing and often contradictory.

Customer Experience 136

Customer Experience Effort Score Net Promoter Score Contact Center 136

TechSee

DECEMBER 28, 2020

One customer survey highlighted that 67% of consumers reported a willingness to spend over 15 minutes of their time trying to self-install a device in order to avoid contacting a call center for assistance. For a customer calling in with a technical issue, waiting for a technician is high effort activity.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

NICE inContact

JULY 12, 2019

NICE inContact customers have reported: 61% sale conversion rate 70% reduced resolution time 90% higher CSAT 300% scaled operations with no additional headcount. First Response Time (FRT) and Average Handling Time (AHT) are the dominant KPIs in many contact centers, with agents judged on how quickly they respond to customer queries.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

TechSee

MARCH 5, 2020

A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Let’s first take a look at how productivity is measured. However, if they are too successful at increasing productivity, their efforts can easily backfire.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. From CX measures, operational measures, and outcome measures, they are often commingled, making the environment very confusing and often contradictory.

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

BlueOcean

MARCH 20, 2017

Measuring the quality and productivity of the work-at-home agent is the same process as in-house; agents are held accountable to the same key performance indicators, and they are frequently asked to self-evaluate their delivery of the customer experience. Will Their Performance Compare to In-House Agents?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

TechSee

JUNE 11, 2019

It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. Covering 70 clients, 220 contact centers and help desks and 30,000 agents, the report highlights the impact of Visual Assistance on customer service KPIs over time. Click here for the full report.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Kayako

AUGUST 18, 2015

Calculate non-ticket time. If you simply take a 40 hour work week and divide it by AHT ( average handle time ) you’ll be underestimating the resource time you need to get through tickets. This leads to higher wait times for customers, and longer work days for agents. Calculate the time you spend on tickets.

Average Handle Time 120

Average Handle Time Metrics Training Meeting 120

Uniphore

NOVEMBER 16, 2021

Keeping the Human Touch A new report by the Economist Intelligence Unit reveals that four in five bankers (81%) believe that financial institutions will seek to differentiate themselves on customer experience rather than on their products in the next four years.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex.

Contact Center 74

Contact Center Measurement Call Center Abandon Rate 74

Interactions

FEBRUARY 6, 2025

About one in six said there was no follow-up after initial discussions, and for those who did hear back, 40% reported interacting with two or more peopledemonstrating a potentially disjointed experience. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62