CSM Magazine

NOVEMBER 14, 2023

The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Playvox

JANUARY 24, 2022

You can’t manage what you don’t measure, so you need to capture customer experience metrics to understand how they evaluate their interactions with your brand. ENJOYING THIS ARTICLE? Why do the experiences your contact center delivers to customers have such a massive impact on your ability to grow your business and remain profitable?

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. What about average handle time, service level, or agent attrition?

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Noble Systems

JANUARY 15, 2019

Improve customer experience & satisfaction . As in all businesses today, customer-centricity is most important for success. This allows them to provide automated and real-time feedback on how agents are doing against their individual, team and company goals. No two persons’ circumstances are exactly the same.

Gamification 60

Gamification Customer centricity Contact Center Average Handle Time 60

Noble Systems

JANUARY 15, 2019

Improve customer experience & satisfaction . As in all businesses today, customer-centricity is most important for success. This allows them to provide automated and real-time feedback on how agents are doing against their individual, team and company goals. No two persons’ circumstances are exactly the same.

Gamification 52

Gamification Customer centricity Contact Center Average Handle Time 52

Global Response

MARCH 27, 2023

So, not only does customer service matter more than ever, but delivering service that truly wows customers is more difficult than ever as well. 4 Key Attributes of Good Customer Service Customer service has many components, but the most essential elements break down to just four key categories.

Customer Service 62

Customer Service Chatbots Self service Personalization 62