Advantage Communications

JULY 10, 2019

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.

Call Center 49

Call Center Net Promoter Score Average Handle Time Effort Score 49

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. How do those NPS and CSAT scores look? How do they compare to industry averages and the averages of other potential vendors?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Oracle

OCTOBER 6, 2019

It’s how often are they contacting our call centers? We have more real-time access to that information because it’s readily available. We’re not waiting for that call to be completed or that service to be completed. How much effort is really spent when interacting with the customer.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

ViiBE Blog

AUGUST 17, 2021

Through monitoring customer experiences in call centers and contact centers , as well as during engagement through social media accounts, you can get a wider perspective on how your business performs on all levels of customer-business interaction and understand how to build a more long-lasting relationship.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NICE inContact

OCTOBER 5, 2017

Net Promoter Score (NPS). Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). Average Handle Time (AHT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

NICE inContact

OCTOBER 5, 2017

Net Promoter Score (NPS). Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). Average Handle Time (AHT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54