Solvvy

JUNE 30, 2021

There’s no singular metric that reveals your overall performance, but there are a number of essential customer support metrics, or KPIs, businesses can utilize to assess where things stand. These include churn and retention rates, customer satisfaction surveys (CSAT), your Net Promoter Score (NPS), and Customer Effort Score (CES). .

Chatbots 62

Chatbots Metrics Customer Support Agent burnout 62

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. 2 Customer Satisfaction (CSat). 9 Customer Effort Score. 10 Average Idle Time.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

Keep track of this over time to see how changes you implement affect the customer experience. Creating and sending surveys can add to your agent’s wrap-up work. Save time by automatically sending links to surveys via SMS or email after calls. #17 17 Customer effort score (CES). 19 Average idle time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52