Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Oracle

OCTOBER 6, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. It’s how often are they contacting our call centers?

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

TechSee

JUNE 11, 2019

Verification of resolution: visually confirming that the issue is indeed resolved goes a long way toward avoiding repeat calls about the same issue. KPI #3: Net Promoter Score (NPS). KPI #4: Average Handling Time (AHT). Visual Assistance increases FCR across industries by 22% after eighteen months.

Self Service 117

Self Service Technology Customer Service Contact Center 117

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. For example, we can’t forget about Net Promoter Scores (NPS) and Customer Satisfaction (CSAT).

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Comm100

APRIL 28, 2021

See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% from 2019 to 2020, hitting an all-time new benchmark peak of 85.6%. . The NPS, or Net Promoter Score, is a great supplement for the CSAT score.

Measurement 134

Measurement Abandon Rate Net Promoter Score Wait Times 134

Chattermill

JUNE 3, 2019

on 4 Jun 2019. Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from 0-100, a higher rating is desirable. Customer Satisfaction Score (CSAT).

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Michel Falcon Experience

MARCH 12, 2019

Every time I ask you a question that you say “Yes.” ” To, you put one finger up at a time; just don’t start with the middle finger. My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience?

Culture 12

Culture Employee Engagement Company Engagement 12