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

NobelBiz

MAY 21, 2024

Inbound Call Center Success KPI’s KPI (Key Performance Indicator) Description Customer Satisfaction Score (CSAT) Measures the overall satisfaction of customers with the service they receive, indicating the effectiveness of the call center. List Generation : A list of contacts is generated based on the target audience.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 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. Tag Your Customer Service Touchpoints Employing customer journey analytics in your call center operation has the added benefit of tagging all your customer service touchpoints.

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. Tag Your Customer Service Touchpoints Employing customer journey analytics in your call center operation has the added benefit of tagging all your customer service touchpoints.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40