InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Insights 324

Insights E Commerce Customer Experience E-support 324

Playvox

JUNE 22, 2023

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. KPIs or call center metrics vary from organization to organization, and different areas of the business require their own sets of KPIs or measurements. Why do metrics matter?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

APRIL 5, 2022

The foundation of contact center success is attracting and retaining skilled and motivated employees while giving them opportunities to grow with the company. After all, the employee experience drives the customer experience. High scores on key metrics are the first measures of a high performance contact center.

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

CSM Magazine

MAY 17, 2021

CES (customer effort score) is another: it measures how easy it is for customers to complete tasks. Plus, agents who have positive employee experiences add value over time. Operational: first time resolution, average handle time, and escalation rate.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Metrics 59

Qualtrics

APRIL 17, 2021

CES (customer effort score) is another: it measures how easy it is for customers to complete tasks. Plus, agents who have positive employee experiences add value over time. The more engaged they are, the more inclined they’ll be to deliver an excellent service.

Customer Experience 49

Customer Experience Contact Center Average Handle Time Metrics 49