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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. Customer Satisfaction. Customer Effort Score.

Metrics 148
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Unlocking the Power of Pop-Up Surveys: A Guide to Improving Your Customer Effort Score

Nicereply

Introduction to Customer Effort Score Let’s talk about Customer Effort Score (CES) for a moment. If you’re interested in the background of CES and how and why it works, you can download our Ultimate Guide to Customer Effort Score. The less effort customers have to expend, the better the score.

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10 Key Metrics to Evaluate your AI Chatbot Performance

Inbenta

We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant. Therefore, we have gathered the top 10 key metrics to monitor when measuring your chatbot’s performance. Identify the key metric for your AI chatbot.

Chatbots 106
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11 Customer Service Metrics to Start Measuring

GetFeedback

Plus, it’s directly tied to revenue as it affects customer happiness and churn rates. But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics.

Metrics 79
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Lower Customer Effort, Supercharge Customer Experience

Mindtouch

Customer experience is no different. Most customers prefer one support call to two— self-service over having to wait on someone else for answers. In a word: most of us expect customer effort to be as low as possible. Hello, Customer Experience? Maybe you’ve deployed a searchable knowledge base.

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How to use Tethr to improve your Customer Effort Score

Tethr

So your organization set a goal around improving your Customer Effort Score, now what? Without knowing where or why effort is occurring in customer interactions, where do you start? Step #1 – Use the Tethr Effort Library to identify instances of effort in customer interactions.

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Content Pie #1: Set Yourself Up for a Year 2022

Nicereply

Blog tip: 5 Effective Tips For Approaching Difficult Customer Conversations. Help customers to help themselves. Blog tip: 5 Practices For Creating A Customer Service Knowledge Base. Collect feedback from your customers regularly. Blog tip: What Do Customer Satisfaction Metrics Really Measure?