InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

CSM Magazine

FEBRUARY 11, 2021

Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. Case studies from Thomson Reuters and other Calabrio customers putting analytics to work are featured. About Calabrio.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

Kayako

MARCH 3, 2016

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. Quality metrics.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

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? At its core, contact center reporting is the systematic process of capturing, analyzing, and leveraging data from every customer interaction across various channels.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. An inbound call center primarily handles incoming calls from customers seeking assistance, information, or support. What is an Inbound Call Center? How does an Inbound Call Center Work?

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations.

Self Service 117

Self Service Technology Customer Service Contact Center 117