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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Net Promoter Score What is it?

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10 Agent Superpowers That Reduce AHT and Boost NPS

Uniphore

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. Maybe even a little too much. How to Train and Onboard Agents in 2021.

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Turn Hold Time into Gold Time

TechSee

Reduced AHT: By allowing customers to complete forms and submit images before they speak to an agent, agents will have fewer questions to ask, which can help to reduce average handling time (AHT).

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Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). And patient satisfaction counts. out of 100.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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NPS in Customer Service: Measure and Improve Customer Loyalty

SurveySensum

And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it! Many businesses use NPS as a tool to measure and improve customer loyalty. But how effective is NPS in customer service? To use NPS effectively in customer service, you need to go beyond just asking the NPS question.

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“Are We Efficient?” Five Metrics for Tracking Efficiency KPIs

NICE inContact

Average Handling Time. Keep track of the total time it takes to handle a particular call , including talking time and being on hold. The less time it takes to handle a call, the more time there is for making sales. Net Promoter Score (NPS). It should be one.

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