CSM Magazine

DECEMBER 8, 2022

You can take actionable steps toward your goals by outlining what you want to achieve as goals help measure, analyze, and optimize your success rate and return on investment (ROI). While setting goals, ensure they are measurable, attainable, and time-bound. Measure your CX metrics. Bottom line.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

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

Pointillist

MARCH 1, 2019

Measure Customer Satisfaction (CSAT) Frequently to Improve First Call Resolution Customer satisfaction is directly related to your First Call Resolution Rate. By measuring CSAT frequently, you know whether your CSAT (and therefore FCR) is trending in the right direction or not.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Measure Customer Satisfaction (CSAT) Frequently to Improve First Call Resolution Customer satisfaction is directly related to your First Call Resolution Rate. By measuring CSAT frequently, you know whether your CSAT (and therefore FCR) is trending in the right direction or not.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40