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Top 5 Customer Service & CX Articles for Week of February 26, 2024

ShepHyken

This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe. There are ways around this!

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11 KPI Metrics to Gauge Your Contact Center’s Customer Experience

Calltools

Equally as important as your agent’s experience , the customer experience (CX) involves your customer’s perceptions of your brand and how they feel about interactions with your contact center. Tracking KPI metrics can help your contact center to gauge the success of customer experience.

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What is First Call Resolution in Call Center Metrics?

Fonolo

Still getting to grips with call center metrics and which ones are the most important? What is First Call Resolution (FCR) in Call Center Metrics? First Call Resolution is a measure of how frequently you can resolve a customer’s query the first time they reach out. First Call Resolution improves customer retention.

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Call Center Metrics & KPIs to Measure Agent Performance

Balto

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance.

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Call Center Metrics and KPIs: How to Measure Call Center Performance

TeleDirect

It’s your main source of communication and customer service and the first place your clients turn when they have questions, experience issues or require support of any kind. Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. Play to Your Strengths.

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Inbound KPI Metrics to Monitor for Operational Efficiency

Calltools

Explore the top inbound KPI metrics you should monitor to improve your operational efficiency. Importance of Inbound KPI Metrics. Are you providing the level of service your customers deserve? Without KPI metric monitoring, you may not even know which areas of your operations need improvement. Time in Queue.

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These Agent KPI Metrics Can Improve Your Call Center Efficiency

Calltools

But which agent KPI metrics should you focus on? Calls per agent is one of the most fundamental agent KPI metrics. This metric will allow you to measure how productive agents are, which is especially helpful when they work from home. Average Handle Time. Improved feedback from satisfied customers.