Remove First Call Resolution Remove Net Promoter Score Remove NPS
article thumbnail

How To Analyze Call Center Performance: Key Metrics, Tips, and Tools

InMoment XI

For example, if youre struggling with long wait times, then you either need your agents to process calls more quickly or you need more agents. A call center that stays one step ahead, ready to adjust to evolving trends without missing a beat. But which is it? The result? But numbers arent enough to paint a full picture.

article thumbnail

Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

Customer Experience Metrics ​​Call center metrics are essential to a holistic CX strategy. First Call Resolution (FCR) This metric evaluates the percentage of calls an agent resolves during the initial interaction without any follow-ups. First Call Resolution: Jane isn’t interested in talking to multiple agents.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes. Operational KPIs such as response times, on-time delivery, or first-call resolution rate.

B2B 314
article thumbnail

17 Key Ways to Improve Customer Experience in 2025

TechSee

Real-World Results An electronics manufacturer has seen wildly successful results from using TechSee to enhance their CX operations: 30% increase in first-call resolution (FCR) rates. 47% improvement in Net Promoter Score (NPS). 25% improvement in call deflection rates.

article thumbnail

The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

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
article thumbnail

Customer Experience (CX) Analytics: A Complete Guide for 2025

Calabrio

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Artificial intelligence can score conversations instantly, and analytics detects issues such as low rates of first-call resolution (FCR) or script adherence.

Analytics 130
article thumbnail

9 Top Voice of the Customer Best Practices for 2025

Calabrio

To measure goals like these, you must identify specific key performance indicators (KPIs)such as the percentage of conversations where a customer is likely to churn, first call resolution rate , or CSAT scores and make sure the insights found are aligned with your business objectives.