Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Customer Effort Score is a great way to do this.

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Call Center Schedule adherence Average Handle Time Construction 87

Monet Software

JULY 30, 2019

With today’s software technology, analytics such as speech analytics and text analytics can also provide a clearer picture of the contact center performance. To improve FCR, call recording and speech analytics can provide more insights. Tip: Schedule adherence is a great way to see how your agents manage their schedule.

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JustCall

MARCH 9, 2023

Adherence to Schedule Adherence to a schedule helps you understand how much time your agents spend idling. The score they receive is then used to calculate the Net Promoter Score, which tells the business how many loyal customers they have. It also helps them initiate customer advocacy programs.

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Playvox

JUNE 22, 2023

For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities. Higher CES scores mean less customer effort, better customer experience, and more customer loyalty.

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OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

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Tenfold - Contact Center Blog

JULY 9, 2018

It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort. Likewise, it’s imperative for companies to enable customers to help themselves.

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Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

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