Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” But how should human versus chatbot metrics be treated?

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

ShepHyken

APRIL 2, 2021

For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT).

Self Service 112

Self Service Customer Service e-support Average Handle Time 112

Playvox

MARCH 27, 2023

Gartner reports that burnout has been linked to high employee turnover rates in contact centers. It was exciting to see how everyone’s performance improved as a result of the program, leading to higher customer satisfaction scores and a more positive work environment. And it doesn’t always have to cost money.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts).

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

FEBRUARY 27, 2023

Contact Center Agents To ensure the success of your contact center, you must put effort in training agents. On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPI’s. AHT AHT is an abbreviation for Average Handling Time.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts).

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Uniphore

JULY 30, 2021

Almost everyone recognizes the importance of customer experience, but even in 2021, effortless customer experience remains an illusive goal, as only 12% of businesses score highly on the NPS scale. We have seen how lack of rapid and robust integration can hamper your efforts. Report on the KPIs for each of those variants.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246