CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

SEPTEMBER 9, 2021

Customer expectations change, especially over a long period of time. Call centers must monitor customer interactions, analyze customer data, and actually read the results of customer satisfaction surveys to improve customer loyalty and retention. Gone are the days where a cheap product or service was enough to keep a customer happy.

Customer Service 108

Customer Service Abandon rate Average Handle Time Call Center 108

Balto

NOVEMBER 8, 2022

Data collection for calculating the CSAT is usually done with an after-call survey that prompts customers to rate the support they received on a five-point scale. Here’s an example of a five-point scale customer satisfaction survey: 1-star: Highly unsatisfied 2-star: Unsatisfied 3-star: Neutral 4-star: Satisfied 5-star: Highly satisfied.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. We’ll look more at the average handle time metric later.

Average Handle Time 93

Average Handle Time Benchmark Wait times Metrics 93

Comm100

SEPTEMBER 6, 2022

When visitors initiate a live chat session, they are routed to the agent who is responsible for their region based on their zip code, which they are asked to disclose in the pre-chat survey. The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3. How is your Agents’ Workload?

Benchmark 87

Benchmark Average Handle Time Best practices Metrics 87