Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Net Promoter Score What is it?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Northridge Group

MARCH 4, 2025

The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score). They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. Maybe even a little too much. How to Train and Onboard Agents in 2021.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

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. Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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. VoC provides a comprehensive understanding of customer preferences and pain points.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

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. Net Promoter Score (NPS). It should be one.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

Calabrio

NOVEMBER 12, 2019

NET PROMOTER SCORE (NPS) Think of this as the Holy Grail of customer experience metrics. NPS is the most commonly used metric, and for good reason: it is simple to use and paints a fairly clear picture of the quality of the experience.

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

Calabrio

SEPTEMBER 30, 2020

Leaders first tapped Calabrio Analytics to identify which of their calls had long and or multiple holds, then used Calabrio’s Desktop Analytics to understand exactly how agents handled these calls/holds. Revealingly, they discovered the sample group maintained an average handle time that was significantly above target.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Comm100

APRIL 28, 2021

The NPS, or Net Promoter Score, is a great supplement for the CSAT score. The NPS asks your customers the question, “How likely are you to recommend our business, product, or service to a family member or friend?”. Average resolution time.

Measurement 146

Measurement Abandon Rate Net Promoter Score Wait Times 146

Calabrio

SEPTEMBER 30, 2020

A powerful application of Calabrio ONE’s predictive analytics enabled Idaho Central Credit Union (ICCU) to increase its Net Promoter Score (NPS) by 19% in only 2 months in 2020, despite higher-than-average call volumes spurred by COVID-19.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Uniphore

JANUARY 21, 2022

Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). And patient satisfaction counts. out of 100.

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

NICE inContact

FEBRUARY 6, 2019

While there are metrics around efficiencies like average handle time, call resolution rates and the likes, a CX obsessed company really looks at the end customer metrics like customer effort, Customer Satisfaction (CSAT), Net Promoter Score (NPS) and even larger business metrics like Customer Lifetime Value (CLTV).

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

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

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

Kayako

MARCH 3, 2016

In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).

Metrics 120

Metrics Net Promoter Score Self Service Abandon Rate 120

TechSee

JULY 24, 2023

Reduced AHT: By allowing customers to complete forms and submit images before they speak to an agent, agents will have fewer questions to ask, which can help to reduce average handling time (AHT).

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time CRM 109

NICE inContact

JULY 12, 2019

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. Speed is key but there’s more to it than this. The world leaders in customer service excellence from Apple to Zappos are using these KPIs.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

NICE inContact

OCTOBER 5, 2017

Net Promoter Score (NPS). Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT).

Customer Experience 137

Customer Experience Effort Score Net Promoter Score Contact Center 137

NICE inContact

OCTOBER 5, 2017

Net Promoter Score (NPS). Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT).

Customer Experience 136

Customer Experience Effort Score Net Promoter Score Contact Center 136

NICE inContact

SEPTEMBER 11, 2018

This was critical to delivering immersive customer experiences, which increase loyalty and improve metrics such as Net Promoter Score® (NPS®) and customer satisfaction (CSAT). Use Next-Gen AI Reduce Handle Time and Service Cost. Decreased average handle time by 10 percent.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

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. Agentic AI’s ability to deliver personalized, seamless service contributes to a higher NPS by creating positive experiences at every touchpoint.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. The results focus on five core KPIs: truck rolls, FCR, NPS, AHT and product returns. NPS enhanced by 45%. KPI #3: Net Promoter Score (NPS).

Self Service 117

Self Service Technology Customer Service Contact Center 117

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. How do those NPS and CSAT scores look? How do they compare to industry averages and the averages of other potential vendors?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. Let’s investigate. .

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

Bold360

SEPTEMBER 29, 2016

Unlike a straightforward metric such as Net Promoter Score (NPS), with a single, uncomplicated query that’s easy to reduce to a score and easy to interpret, CSAT is the sum of numerous emotional reactions that, taken together, have everything to do with whether a customer is coming back or not.

Customer Satisfaction 88

Customer Satisfaction Measurement Net Promoter Score Self Service 88

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

Net Promoter Score (NPS). Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT).

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

TechSee

DECEMBER 16, 2020

Being able to streamline and simplify processes has optimized services and given Hippo an operational edge with increased first contact resolution (FCR) and net promoter score (NPS), reduced claim life cycle, and decreased average claim handling cost. Acuity Brands.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

TechSee

MARCH 12, 2019

Average Handling Time (AHT) is decreased, since agents can work faster and more efficiently by utilizing effective decision support during each interaction. A customer whose issue was resolved in a timely manner and who does not have to call back usually is a happy customer, resulting in higher Net Promoter Scores (NPS).

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Talkdesk

SEPTEMBER 18, 2020

Some of the most common KPIs include average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), net promoter score (NPS) and ticket deflection ratio. This will help align the team towards common goals.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled. How to improve AHT with technology.

Contact Center 95

Contact Center Average Handle Time Self Service Net Promoter Score 95

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? With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

ViiBE Blog

APRIL 28, 2021

Here are the five KPIs that we will focus on: Average Handle Time. Average Handle Time (AHT) measures how long an agent spends on a call, including speaking with the customer, hold time, and call work time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98

TechSee

MARCH 4, 2024

Providing this information to the customer service representatives accelerates their average handle time while improving the customer experience. In light of your recent interaction, NPS asks, how likely are you to recommend this product or service? Best of all, there is virtually no AI risk exposure to the enterprise.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

MARCH 4, 2024

Providing this information to the customer service representatives accelerates their average handle time while improving the customer experience. In light of your recent interaction, NPS asks, how likely are you to recommend this product or service? Best of all, there is virtually no AI risk exposure to the enterprise.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

ShepHyken

MARCH 30, 2018

Originally used by marketers, the Net Promoter Score is another very common KPI used by Customer Care departments. Knowing that referral usually is the best yet most uncontrollable vector of sales, the NPS calculates the probability that a customer would recommend your brand. As is, the NPS doesn’t tell you anything.

Customer Experience 87

Customer Experience Average Handle Time Net Promoter Score Customer Care 87

eGain Blogs

FEBRUARY 27, 2018

20% increase in NPS (Net Promoter Score). 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. NPS elevated from #4 to #1. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time). 80% reduction in resolution time.

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63