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

Playvox

MARCH 19, 2024

These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. AI can then assist the analyst to score and provide feedback. But there’s more.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

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. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Playvox

JUNE 22, 2023

Are your customers happy? How are you tracking customer satisfaction and customer experiences? Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? These are the most common metrics to gauge customer experience performance and success.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

SurveySensum

APRIL 28, 2023

The Role of NPS in Customer Service Net Promoter Score (NPS) is a popular tool for measuring customer loyalty, but its effectiveness in customer service depends on how it’s used. With this information, you can strive to provide exceptional customer service and foster customer satisfaction and loyalty.

NPS 52

NPS Loyalty Measurement Customer Service 52

Playvox

JANUARY 24, 2022

Simply providing an acceptable level of customer service while containing costs is no longer enough. In the age of digital disruption, customers now expect effortless and personalized omnichannel experiences, or they will likely take their business elsewhere.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Comm100

APRIL 28, 2021

If your live chat customer service team has one main goal, it’s to make the customer happy. CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. Average resolution time. Sign Up Free.

Measurement 53

Measurement Net Promoter Score Average Handle Time NPS 53