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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148
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NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Before diving into the value of each metric, it’s important to go over the basics. .

Metrics 111
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Choosing Between CSAT, NPS or CES: Why it Does Not Matter  

COPC

However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics. Since 2003 NPS has grown in popularity. Many clients use multiple metrics to measure customer satisfaction. Comparing these metrics, I consistently observe a strong correlation among all three.

Metrics 69
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Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Uniphore

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Metrics 52
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Major sports league selects Taylor Reach to assess its contact center organization

Taylor Reach Group

With these metrics, Taylor explains, TRG will be able to address concerns, pain points and bottlenecks in the customer interaction process that, once solved, can greatly improve that experience and save the organization time and money in resolving customer issues. . About The Taylor Reach Group, Inc.

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Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Uniphore

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Metrics 55
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What is Your Perception of the Net Promoter Score Methodology?

Satrix Solutions

Are there other CX strategies and metrics that are commonly leveraged by your peers? There doesn’t appear to be widely published research that dives deeply into how NPS or other CX metrics are used within organizations. If your company’s survey cadence is in alignment with others in the industry?

B2B 78