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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Net Promoter Score What is it?

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Turn Hold Time into Gold Time

TechSee

Reduced AHT: By allowing customers to complete forms and submit images before they speak to an agent, agents will have fewer questions to ask, which can help to reduce average handling time (AHT).

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Top 5 Customer Service & CX Articles for Week of February 26, 2024

ShepHyken

That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. There are ways around this!

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Streamlining Customer Service Excellence: Applying Six Sigma Principles

Win the Customer

Key customer service metrics include: Customer satisfaction scores (CSAT) Net Promoter Score (NPS) First Contact Resolution (FCR) rate Average Response Time (ART) Average Handle Time (AHT) Customer Complaints Regularly gather and analyze these metrics to understand how well your customer service processes are performing.

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Contact Center Metrics Tracking Toward Customer Centricity

Think Customers

Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. For too many years, contact center measurements have been focused on efficiency instead of customer experience.

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How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

These metrics - as discussed in our blog titled ‘ 7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center ’ - include First-Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), Call Abandonment Rates (CAR), Customer Effort Score (CES), Average Handle Time (AHT) and Service Level (SLA).

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The dynamic duo: TechSee and Salesforce power ahead to drive digital transformation

TechSee

Being able to streamline and simplify processes has optimized services and given Hippo an operational edge with increased first contact resolution (FCR) and net promoter score (NPS), reduced claim life cycle, and decreased average claim handling cost. Acuity Brands.