ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Blog 92

Blog Customer Experience Contact Center Airlines 92

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.).

Metrics 71

Metrics Average Handle Time Definition Measurement 71

ShepHyken

DECEMBER 21, 2018

CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. Customers won’t be satisfied with customer service agents who fail to keep their promises and don’t meet expectations. You can use service level agreements to clearly set expectations for both customers and support agents.

Blog 94

Blog Customer Satisfaction Culture Social Media 94

Comm100

SEPTEMBER 28, 2022

Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Agent utilization rate.

Measurement 91

Measurement Average Handle Time Metrics Customer Satisfaction 91

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

Lithium

NOVEMBER 7, 2023

Some blog areas are limited to Khoros customers only. If you have any additional questions for our product managers, please leave a comment on this blog and we'll be sure to get your questions answered. This distinction enables your team to optimize strategy, budget allocation, and performance assessment. Sign up today !

2023 52

2023 Metrics Blog Government 52

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. They also are convinced AI will improve customer service efficiency and can match the service level of human agents. However, AI tools like ChatGPT can also serve in the capacity of a virtual assistant to frontline contact center agents.

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Contact Center Customer Experience Average Handle Time Customer Care 156

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. Pro tip 1: Base your SLAs on a ticket to agent ratio.

Metrics 75

Metrics Blog Customer Satisfaction Omnichannel 75

ShepHyken

NOVEMBER 30, 2018

The best policies and procedures do not compel agents to say no to certain customers. They instruct agents on why and how to say yes. To begin, identify the situation in which your agents most commonly say “no” to customers. Goal: Improve Agent Satisfaction. Task: Measure Agent Effort. Are the tools easy to use?

Blog 94

Blog Omnichannel Average Handle Time Contact Center 94

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. In the new norm of remote customer support , it’s more difficult to keep track of agents. Workforce management is the best tool for supervisors to understand how customer service teams perform. End-to-End Customer Experience Transparency.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

CX Accelerator

JULY 22, 2019

Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. By increasing performance levels, the hope is that this will lead to better customer satisfaction. This way, efforts can be concentrated on those specific metrics. Back To CX Accelerator Blog.

Contact Center 182

Contact Center Net Promoter Score Effort Score NPS 182

ViiBE Blog

APRIL 28, 2021

The call center agent is at the core of any call center. Since they’re the most involved with customer interactions, their performance directly affects the customer experience. So how can you evaluate a call center agent’s performance? How do you measure the performance of an agent?

Call Center 98

Call Center Average Handle Time Net Promoter Score Metrics 98

Lumoa

NOVEMBER 21, 2023

Let’s talk a bit more about how the use of AI tools transforms customer feedback analysis in the next part of this blog. NPS Versus AI tools Typically, NPS (Net Promoter Score) is the most widely used customer experience metric. No one seems to know how to improve the metric.

Feedback 83

Feedback Social Media Net Promoter Score Insights 83

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. We have already witnessed the rise of technology with performance metrics and targets in the name of Workforce Optimization.

Blog 82

Blog Contact Center Competitive Advantage Engagement 82

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on. A couple of years ago, these metrics had a proclivity towards transactions and sales.

Metrics 91

Metrics Net Promoter Score Blog Effort Score 91

Call Experts

JULY 27, 2023

By leveraging the expertise of skilled customer service agents, businesses can elevate their customer service standards to new heights. In this blog post, we will explore the many benefits of a customer service call center and how it can help businesses deliver exceptional customer experiences.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Upstream Works

NOVEMBER 24, 2021

This approach recognizes the need to provide agents with the right tools to do their job. Otherwise, the agent experience (AX) will be poor and CX will suffer as a result. While agents are on the front lines for most of this, they generally only have visibility based on the contact center. Provide a Unified Desktop.

Contact Center 78

Contact Center Net Promoter Score Call Center Social Media 78

Stella Connect

JANUARY 26, 2022

Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know.

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

CX Accelerator

JULY 22, 2019

Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. By increasing performance levels, the hope is that this will lead to better customer satisfaction. This way, efforts can be concentrated on those specific metrics. Back To CX Accelerator Blog

Contact Center 174

Contact Center Net Promoter Score Effort Score Customer Satisfaction 174

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. However, it becomes much easier for the organization to stay in sync, aiming for clarity, transparency, and better management of the remote contact center agents. Create a High Trust Environment. Real-time Remote Monitoring.

Call Center 87

Call Center Contact Center Average Handle Time E-support 87

Lithium

SEPTEMBER 5, 2023

Some blog areas are limited to Khoros customers only. Marketing Announcement: Advanced Twitter Metrics Changes The API supporting Advanced Twitter Metrics is being deprecated. In order to continue providing these metrics, Advanced Twitter Metrics have been switched over to a new API, which includes differences.

2023 52

2023 Webinar Metrics Social Media 52

Comm100

JANUARY 17, 2024

This includes everything from answering frequently asked questions to routing customer inquiries to the appropriate department or agent. The goal is to streamline operations, reduce response times, and free up human agents to increase the team’s capacity.

Customer Service 74

Customer Service Technology Interaction Customers 74

BlueOcean

DECEMBER 18, 2018

AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making. 5 What KPIs/metrics do you measure in tracking the effectiveness of your escalations from AI to live agent?

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 98

Virtual Agent Contact Center Management Technology 98

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. Compensation / benefits.

Contact Center 96

Contact Center Culture Metrics Leadership 96

GetFeedback

FEBRUARY 14, 2019

At GetFeedback, we use four metrics to measure the performance of our live chat support. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team. 4 metrics to gauge live chat performance . 4 metrics to gauge live chat performance .

Metrics 186

Metrics Measurement Effort Score Connections 186

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. You do this through the hiring process, performance management, and incentives. First, you need to create a CX metrics program. How do you measure the Voice of the Customer (VoC)?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

SurveySparrow

MAY 30, 2023

In this blog, we’ll discuss: What is a ticket management system? 5 Key metrics to consider in measuring the success of a ticket management system 10 tips to consider while measuring the success of a ticket management system How can SurveySparrow help you out here?

Measurement 52

Measurement Management Net Promoter Score Customer Satisfaction 52

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Stella Connect

JANUARY 12, 2022

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement. Let Agents Analyze Customer Feedback Themselves.

Customer Service Training 69

Customer Service Training Engagement Customer Service Feedback 69

COPC

JUNE 9, 2023

Welcome back to our Balanced Scorecard Blog Series! If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. We’ll uncover the secrets of leveraging two types of balanced scorecards to drive exceptional performance and achieve organizational goals.

Management 52

Management Metrics Average Handle Time 2022 52

Upstream Works

FEBRUARY 10, 2021

Contact Center Technology #1: Omnichannel Agent Desktop. The main benefit is for agents to communicate in real time across whatever channels the customer prefers without compromising their ability to provide great service. When agents can do this, CX becomes effortless with better outcomes that build both trust and loyalty.

Contact Center 78

Contact Center 2021 Technology Omnichannel 78

Comm100

MARCH 21, 2023

Improve agent experience Excellent customer service requires happy agents, but customer service roles are notoriously challenging. One of the ways that organizations are working to keep agents happier is by introducing better tools that help to reduce overly repetitive work. Chatbots take this self-service to another level.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Customer service agent notes and messages. Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

BirdEye

MARCH 29, 2024

That’s why we’ve created this blog that features seven networks that every realtor should be a part of. How can real estate agents effectively use social media for marketing? These platforms can transform how you connect with clients and improve your real estate reputation management.

Social Media 59

Social Media Sales Advertising Connections 59