Uniphore

JUNE 17, 2021

Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return. Did you know?

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

NICE inContact

NOVEMBER 7, 2018

If you are a call center manager, you likely ask these questions on a regular basis. Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. First Call Resolution. Net Promoter Score (NPS). “How efficient are we?

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Blake Morgan

OCTOBER 31, 2022

Instead of relying on NPS, brands should consider the most valuable metrics. In this recent Wall Street Journal report Professor of Marketing Dr. Utpal Dholakia of Rice University calls surveys “constant intrusions” and many customers agree. If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

NICE inContact

SEPTEMBER 30, 2019

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement. Over half of all contact centers offer chat—and another 30 percent say they’re planning to shortly. ECSI’s abandon rate was 26%!

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Improve retention rates through emotion detection.

Contact Center 121

Contact Center Analytics Call Center NPS 121

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

SuiteCX

JANUARY 29, 2021

Centers of Excellence are popping up all over the place in the corporate world. How do you know you are not only excellent, but at the center? Our customer advocate really was the walking and talking voice of the customer, as she had come from 13 years in the call center. What does that term even mean?

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

Daniel Group

NOVEMBER 30, 2022

What Did We Learn to Improve CX? how does better CX improve business outcomes and 2.) First, we want to share some of what we learned to improve CX. Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Who was there?

Conference 98

Conference Groups NPS Net Promoter Score 98

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Unfortunately, this is not an isolated case of NPS gaming. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation.

NPS 52

NPS Customer Centricity Survey Feedback 52

NICE inContact

JUNE 17, 2019

So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Would you want those customer experiences factoring into your NPS? I am sure that the disparity between the use of digital channels in contact centers and their level of evaluation is not due to lack of desire.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Would you want those customer experiences factoring into your NPS? I am sure that the disparity between the use of digital channels in contact centers and their level of evaluation is not due to lack of desire.

Analytics 136

Analytics Customer Experience Management Contact Center 136

Beyond Philosophy

DECEMBER 6, 2019

The Naïve to Natural Model classifies organizations into four orientations, which I called Naive, Transactional, Enlightened, and Natural. For example, often, the call center environment has a measure called “Average Call-Handling Time.” This airline didn’t call customers passengers.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider. Saving over $300,00 per year.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Net Promoter Score (NPS). 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

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Net Promoter Score (NPS). 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

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty. Improving touchpoint experiences with surveys. Let’s dig in.

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

Blake Morgan

OCTOBER 20, 2022

United Airlines flight attendants created their own version of NPS. For many companies, NPS is the Holy Grail of CX metrics: the ultimate number that determines whether or not they are succeeding. Flight Attendants Unveil NPS Scores. Flight Attendant Promoter Score (FPS) shows their thoughts on management.

NPS 98

NPS Airlines Management Employee Experience 98

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Net Promoter Score (NPS). The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

Horizon CX

MARCH 19, 2022

But I digress, that’s another topic for another blog. As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue. If you get this far, enter the dreaded wait time; “Your call is important to us. Should all be taking fast notes?

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. Metrics can help you improve your experience.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Call Center Management Gamification 52

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 100

Contact Center Tips Customer Experience Culture 100

GetFeedback

AUGUST 16, 2018

To measure customer happiness, turn to CSAT, CES, and NPS. Net Promoter Score (NPS). Net Promoter Score (NPS) is one of the best-known and most popular scores that companies use to measure customer happiness. Why is NPS important? At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Beyond Philosophy

DECEMBER 10, 2021

The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Reichheld says NPS collects those recognitions so employees can hear them. So, What Went Wrong with NPS?

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

SurveySensum

AUGUST 14, 2023

A week into getting my new smartphone, I got a call from customer support checking in on my experience. As the call ended, I realized the agent had saved me from forgetting about the cover altogether. While talking about it may seem easy, improving the customer effort score can be a real struggle.

Effort Score 52

Effort Score Customer Experience e-support NPS 52

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. There is an index that scores customer satisfaction on a scale of zero to ten. Customer Effort Score (CES).

Measurement 118

Measurement Effort Score Customer Experience Data 118

Lithium

SEPTEMBER 29, 2022

Check out this audio version of our blog, also found on your favorite podcast platform! Next, a group of people, through the power of social media, band together to make hundreds of calls to your contact center and tweet thousands of times to your brand in a day to display their disdain for your brand. Don't have time to read?

Airlines 52

Airlines Self Service Effort Score NPS 52

CX Accelerator

MAY 8, 2018

Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? Given that storytelling can be such a powerful way to share learning, what does that mean for your contact center? What’s also true is it’s the department most rich in narrative!

Contact Center 160

Contact Center Customers Communication Exercises 160

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Beyond Philosophy

OCTOBER 21, 2021

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. By understanding other people’s views, you can improve your thinking. . Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Beyond Philosophy

SEPTEMBER 26, 2018

The most common way to measure emotion is the Net Promoter Score (NPS). Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. Your most loyal customers are promoters and have high NPS scores. The remaining number is your NPS. The scale is 1-10.

Measurement 129

Measurement Net Promoter Score How To NPS 129

GetFeedback

MAY 9, 2019

Stage 2 — Explore: Executives in your company are keen on understanding how CX can improve your business. They start investigating what the organization needs to do to improve its customer experience. Stage 3 — Mobilize: Executives are on board with improving experience and begin to build a CX coalition team.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337