Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Definition Net Promoter Score 75

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. We’ll look more at the average handle time metric later.

Measurement 93

Measurement Average Handle Time Metrics Customer Satisfaction 93

delighted

SEPTEMBER 20, 2019

While problem solving, or customer support, is an integral part of customer experience, it does not entirely reflect today’s modern, more proactive definition of customer experience. ” In other words, today’s definition of customer service is reactive in nature. We live in a self-service time. Of course not.

Customer Service 45

Customer Service Customer Experience Net Promoter Score NPS 45

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. 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

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. 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

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). Average Handle Time (AHT).

Customer Experience 49

Customer Experience Net Promoter Score Contact Center Average Handle Time 49

Kustomer

SEPTEMBER 3, 2020

So, I mean, that’s a good marketing based question, but as you get into the sales cycle and get into the implementation of a product or service, what you’re looking for at that point is the wisdom captured in the effortless experience. Customer effort score for those of us who don’t know what that is.

Marketing 52

Marketing Effort Score Metrics Loyalty 52