Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Eptica

JULY 25, 2018

Essentially, you can see what is happening, but not why metrics are changing – reducing your ability to improve CX and show a return on investment from your programs. This delivers real, measurable ROI from VoC programs. How to reduce Average Handling Time and improve quality.

Net Promoter Score 50

Net Promoter Score Metrics Average Handle Time Return on Investment 50

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Most organizations struggle proving ROI with their CX programs.

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. Some organizations just want qualified sales leads that they follow up using internal sales people. Others want to close sales directly on the telephone.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52

NobelBiz

APRIL 25, 2023

Investing in employee training is a long-term strategy for reducing call center operating expenses. Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times. The AHT is a KPI that contact centers always strive to improve.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Talkdesk

SEPTEMBER 18, 2020

There are various ways of addressing this question and we will be discussing a few below; but in a nutshell, link everything with return on investment (ROI) — both qualitative and quantitative. Prepare a list of desired outcomes and work accordingly to achieve them. This will help align the team towards common goals.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

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. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

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. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

Pointillist

MARCH 1, 2019

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. Fixing these failure points will result in reduced call volumes, increased efficiency of self-service channels and also better ROI on your customer service investments.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

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. Fixing these failure points will result in reduced call volumes, increased efficiency of self-service channels and also better ROI on your customer service investments.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Michel Falcon Experience

FEBRUARY 11, 2019

But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. They are sharing information with you on a daily basis and I’m afraid that at times it falls on deaf ears.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60