Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient. CSAT can be a touchpoint metric, too, meaning it helps measure specific parts of the brand experience (as does your CES).

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. reduce costly truck rolls and product returns.

Net Promoter Score 109

Net Promoter Score Average Handle Time Contact Center Technology 109

Magellan Solutions

JUNE 12, 2021

While at the same time deliver effective customer support. From a business’ point of view, customer retention and ROI is the ultimate goal to keep it running. Identifying these key trends through the help of speech analytics improve customer retention , lower churn rate, and increase ROI.

Call Center 52

Call Center Multi-Channel ROI Customer Retention 52

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

ProProfs Chat

DECEMBER 26, 2019

The measurement of customers’ experience at all touchpoints of the customer journey , including all customer actions, is known as Customer Experience Measurement. Know all the touchpoints. These are: First Response Time (FRT), which measures the time needed for agents to react to customers’ initial messages. .

Measurement 90

Measurement Customer Experience Net Promoter Score Metrics 90

Clarabridge

SEPTEMBER 21, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort – focussing entirely on the more ‘visible’ touchpoints such as online, retail etc. Reserve your place here.

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

Smith+co CX

SEPTEMBER 14, 2017

Why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?” This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

Workshop 39

Workshop Touchpoint Average Handle Time Insurance 39