BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. If there is one thing we’ve learned in 2020, it’s that the ability to pivot quickly and smoothly can be the difference between thriving or just surviving.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Oracle

OCTOBER 6, 2019

We have more real-time access to that information because it’s readily available. The KPI that we are really looking at is our Customer Effort Score — it’s really our one main metric. How much effort is really spent when interacting with the customer. Copyright © 2019 Oracle. All rights reserved.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

Stella Connect

DECEMBER 2, 2021

In 2020, we found that only one third of consumers (33%) said they’d switched to a competitor after only one negative customer service experience with a business. 2: Time Is Money for You—and Your Customers. 1: Customer Loyalty Is Getting Hard to Earn and Even Harder to Maintain . Customer patience is a finite resource.

2022 52

2022 Customer Service Poor Customer Service 2021 52

Kustomer

FEBRUARY 3, 2022

When the pandemic hit in March of 2020, I went from being a road warrior constantly on an airplane, traveling from the east coast to the west coast, and started to be the person that really settled into my home office. I mean, we have everything from our average speed to answer or how fast are we talking to the customer?

Interaction 98

Interaction Books Metrics Customer Service 98

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. Misconception #2: Customers only want self-service options. In the U.S.

Customer Service 112

Customer Service E Commerce E-support Average Handle Time 112

Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 52

Average Handle Time Management Customer Satisfaction Download 52

ProProfs Chat

MARCH 25, 2020

Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them. It was estimated that by 2020, 85% of customer service interactions will be automated. More importantly, you can score the customer effort score too.

Customer Service 83

Customer Service Customers Interaction Communication 83