CSM Magazine

DECEMBER 8, 2022

A solid CX strategy outlines defined goals and actionable steps to help analyze and optimize CX efforts to increase customer satisfaction overall. You can take actionable steps toward your goals by outlining what you want to achieve as goals help measure, analyze, and optimize your success rate and return on investment (ROI).

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Magellan Solutions

JULY 8, 2021

Ultimately, it comes down to two things : Firstly, return on investment and secondly how long you can support telemarketing activity until that ROI return kicks in. But other efforts may take several days or longer to reach decision makers. . Others want to close sales directly on the telephone.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. times more revenue than those who aren’t. Immediately after onboarding Khoros, Intel’s satisfaction scores improved 7%.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. times more revenue than those who aren’t. Immediately after onboarding Khoros, Intel’s satisfaction scores improved 7%.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

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. This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

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. This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40