Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Playvox

JUNE 22, 2023

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. Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

DECEMBER 8, 2022

A customer experience strategy is a plan of action to improve the overall customer experience at every touch point in the customer journey, pre and post-sales. A solid CX strategy outlines defined goals and actionable steps to help analyze and optimize CX efforts to increase customer satisfaction overall.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

TechSee

DECEMBER 28, 2020

Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers. Triage sessions between agents, technicians, and customers became the norm. To ensure customer expectations are met, technicians with expert technical skills are no longer enough.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Lithium

JULY 5, 2022

Measures the utilization of the licensed accounts. Measures the % of message that are Approved or rejected through the Khoros platform. Protect your brand through a consistent customer experience. Measures the % of posts that are Approved or rejected through the Khoros platform. Decreased publishing time.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Talkdesk

SEPTEMBER 18, 2020

A common question that arises is, “How do I set up a knowledge management strategy when most of my team is remote, and measure its efficacy?” 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.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

Insights 52

Insights E Commerce Average Handle Time Return on Investment 52

Eptica

JULY 25, 2018

Author: Taoufik Massoussi - Product Manager & Head of AI Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. Analyzing at scale Brands interact with consumers millions of times every day. This delivers real, measurable ROI from VoC programs.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

Pointillist

MARCH 1, 2019

You could learn, for example, that customers with billing problems move from website FAQs to voice call twice as fast as from chat to a voice call. 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.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Ecrion

JULY 17, 2019

That’s why it’s critical to proactively define the customer metrics that are most important to your business and measure progress on them over time. Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success. Average reply time.

Metrics 55

Metrics Customer Service Call Center Net Promoter Score 55

Pointillist

MARCH 1, 2019

You could learn, for example, that customers with billing problems move from website FAQs to voice call twice as fast as from chat to a voice call. 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.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set. Reserve your place here.

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set.

Workshop 39

Workshop Touchpoint Average Handle Time Insurance 39

Talkdesk

JULY 31, 2017

What are the KPIs that customers are focusing on today? What do people measure and use as a leading indicator of customer service? We’ve been in the business for a long time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

What are the KPIs that customers are focusing on today? What do people measure and use as a leading indicator of customer service? We’ve been in the business for a long time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Magellan Solutions

JULY 8, 2021

In addition, constant contact helps customers keep your brand in their minds when they have a need that you can fulfill. In fact, existing customers receiving follow-ups are more likely to go for new offerings than those without follow up. How to Measuring Success in Pay Per Sale Telemarketing? It differs widely. .

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set.

Workshop 28

Workshop Touchpoint Average Handle Time Insurance 28