Benchmarking customer experience with effort metrics – Tethr
Tethr
NOVEMBER 22, 2022
Check out these four reasons why benchmarking customer experience with effort metrics (like ours!) is an essential part of any CX strategy.
Tethr
NOVEMBER 22, 2022
Check out these four reasons why benchmarking customer experience with effort metrics (like ours!) is an essential part of any CX strategy.
Callminer
MAY 26, 2020
At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term. However, not all metrics make sense for a growing call center to monitor. Read on to learn more.
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Tethr
AUGUST 17, 2021
As proponents of a low-effort approach to CX , we’ve implemented our own benchmarking metrics for customer effort. And those metrics are exactly what CX leaders need to be tracking in order to start benchmarking customer experience. Tethr’s benchmarking feature shows you where you stand. #2 Don’t believe us?
ShepHyken
AUGUST 17, 2018
This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. The industry benchmark for FRR is 7 hours.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Callminer
NOVEMBER 25, 2019
Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. Following are a few metrics that matter for inbound call centers: Abandoned Call Rate. Types of Call Centers.
Tethr
AUGUST 31, 2021
Many companies have invested in effort-reduction strategies and scores to begin to combat this issue, but that’s just the beginning of a much greater work. In this guide, we’ll cover the basics of that new feature: benchmarking for customer effort. What is benchmarking for customer effort? How Tethr’s benchmarking feature works.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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