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What Is Call Center Reporting & How Does It Work?

NobelBiz

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

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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? And keep going!

Metrics 270
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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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Top 5 Customer Service & CX Articles for Week of February 26, 2024

ShepHyken

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. There are ways around this!

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Banking Needs Humans & Machines to Deliver Better Experiences

Uniphore

Keeping the Human Touch A new report by the Economist Intelligence Unit reveals that four in five bankers (81%) believe that financial institutions will seek to differentiate themselves on customer experience rather than on their products in the next four years.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

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The dynamic duo: TechSee and Salesforce power ahead to drive digital transformation

TechSee

Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a mutual award in the TM forum, and recognition in Gartner’s Cool Vendors in CRM Customer Service and Support 2020 report.