Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

TechSee

MARCH 4, 2024

However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor? Possibly the most expensive investment is the cost of AI runtime , typically measured in tokens, seats, or a usage-based license.

ROI 109

ROI Financial Net Promoter Score NPS 109

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

Kustomer

SEPTEMBER 3, 2020

Nate mentions that CX professionals are absolutely essential for businesses; to benefit their customers and to help their company financially. Or, are most people still kind of using the, again, the age old debate, a hold time and an NPS and things like that as they go through their journey. And then my goodness, why? I love those.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

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

Kustomer

FEBRUARY 3, 2022

Most companies look at their financial data. Like the things that are a little bit more traditional to be measured such as here’s how many times we called them, or here’s how many emails we got from this customer. I mean, we have everything from our average speed to answer or how fast are we talking to the customer?

Interaction 98

Interaction Books Metrics Customer Service 98

Talkdesk

AUGUST 3, 2016

How can businesses measure their success and make data-driven decisions for the future? Customer service quality cannot be measured by a single metric. It provides a few ways to measure customer satisfaction and then outlines secondary customer service metrics. Do You Know Your Customer Effort Score? mMOQ21rlHD.

Metrics 41

Metrics Insights Customer Service Net Promoter Score 41