The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. On this page you can see a complete list of all the customer support metrics that matter, and why. Performance metrics.

Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World

Monet Software

This specifically applies to contact centers which are in the frontline of customer service and are gathering heaps of information, insights and data every minute, every hour, every day. We selected the top call center metrics that will really help your call center succeed.

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view.

Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System

Comm100

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. It’s usual for any customer service channel to come bundled with reporting tools, so that managers are able to monitor and make improvements to service.

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

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.

An often unseen yet vital customer experience element

Call Center Coach

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. An often unseen yet vital customer experience element – Click to Tweet.

5 Essential Tips for Measuring Customer Satisfaction

VocalCom

How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. Your brand may already rely on standard metrics such as customer satisfaction scores, however, a comprehensive look at your omnichannel practices and customers’ behavior can provide much deeper insights into their feelings. Here are five essential tips for measuring customer satisfaction globally.

Is Self-Service Good for Your Business?

CX Journey

Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology.

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), A successful call center monitoring strategy directly affects customer satisfaction, employee retention, and your bottom line.

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), A successful call center monitoring strategy directly affects customer satisfaction, employee retention, and your bottom line.

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), A successful call center monitoring strategy directly affects customer satisfaction, employee retention, and your bottom line.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Chat in the Contact Center – Part 1 focused on where chat should be deployed, demographics, chat in relation to industry, security and FCR while Chat in the Contact Center – Part 2 focused on proactive vs. reactive chat, AI impacts, costs as a channel, challenges and the customer experience (CX). Why Customers Prefer Live Chat. What they are doing is using that dead, in-between time to respond to other customers. Why Customers Prefer Live Chat.