Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time How To eBook Contact Center 52

Responsetek

MAY 7, 2018

The attitude of your Contact Center Agents can have a substantial impact on NPS. Since Net Promoter Score (NPS) first hit the press back in 2003, there has been an ongoing debate about how much customer service agents can truly influence key metrics such as NPS. Download eBook. Did you know?

NPS 40

NPS Net Promoter Score Contact Center eBook 40

Talkdesk

JANUARY 14, 2021

Customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES) are important KPIs, but because they do not directly translate to cost savings, these metrics often do not resonate with executives outside of their organization. Revenue generation Cost avoidance Cost savings. Step 2: Assign costs to these trends.

Net Promoter Score 96

Net Promoter Score eBook Effort Score ROI 96

Responsetek

MAY 7, 2018

Let’s use an example of a contact center experience. Agent metrics require enough survey volume to yield a trusted score at the agent or team level to facilitate agent coaching. Download eBook. How can we uncover customer emotion and the key drivers of satisfaction and advocacy with so few questions?

Survey 40

Survey Contact Center Effort Score eBook 40

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset.

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Metrics Customer Care Measurement Contact Center 219

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

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Call Center Metrics Contact Center Net Promoter Score 52

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. NPS, CES and CSAT seem to be most common. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point. Here are my top five picks from last week.

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Customer Service Contact Center eBook NPS 17

Clarabridge

OCTOBER 8, 2015

For example, a customer who calls the contact center is likely to have tried several means of self-support before picking up the phone. If you’re on the hook for raising metrics like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) then you’ve probably realized that you need to fully understand the drivers of these metrics.

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Feedback Net Promoter Score NPS Effort Score 40

Qualtrics

SEPTEMBER 23, 2019

Download eBook. Its NPS went up double digits, too, as a result. Problem 2: Our leadership is focused too much on the metrics and not enough on the ‘why’ behind them. ANSWER: Leverage storytelling to help leadership understand a more comprehensive story — one that goes beyond the metrics. How can I shift this?

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Here are some KPIs that are common to many contact centers : Customer Satisfaction: How satisfied customers are with your service. NPS: Whether your customer would recommend your service to their friends/family.

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Metrics Report System Customer Service 115

OpinionLab

MAY 15, 2018

occurs on social media, contact center, live chat etc.). can be captured digitally through session replay or through IVR logs in a contact center). This is a flawed metrics approach that actually prevents investment aligned with business goals. Employ a variety of CX metrics to collectively track desired outcomes.

Metrics 79

Metrics Contact Center Analysis Measurement 79

OpinionLab

MAY 15, 2018

occurs on social media, contact center, live chat etc.). can be captured digitally through session replay or through IVR logs in a contact center). This is a flawed metrics approach that actually prevents investment aligned with business goals. Employ a variety of CX metrics to collectively track desired outcomes.

Metrics 60

Metrics Contact Center Analysis Measurement 60

Esteban Kolsky

MARCH 13, 2018

I introduced my framework for doing customer experience and furthered the concept from a project to an enterprise-wide initiative – including a discussion on metrics, technology, and early peek into results. If none of this works – contact me and we can discuss your situation further. Then we did the second webinar. Let’s get to it.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Stella Connect

NOVEMBER 7, 2017

NPS® is a great metric to use for this purpose, since your score reflects the combined efforts of all your teams—marketing, operations, product development, training, web development, customer service, etc. And nothing does more to build brand pride, enthusiasm, and morale on the contact center floor. Team Motivation.

Data 40

Data Effort Score Contact Center Policies 40

Qualtrics

NOVEMBER 18, 2020

Find out how to capture and capitalize on customer insights in our free ebook. The company’s commitment to an improved customer experience has helped increase the company’s NPS by 5x, while its contact center satisfaction has tripled to more than 90%. Accelerate to WOW. This is clear to see at Volkswagen.

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Groups Management Automotive Ecommerce 32