Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. The Importance of Metrics in Call Center Operations. Choosing Appropriate Metrics.

Best practices 251

Best practices Call Center Metrics First call resolution 251

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 99

Contact Center Call Center Self service Surveys 99

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. Customer Effort Score.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

DMG Consulting

OCTOBER 25, 2017

Since there are so many systems and applications used in contact centers, it’s easy to obtain key performance indicators (KPIs) and metrics. It is better to give managers a limited number of actionable KPIs and metrics than to deliver dozens of reports.

Contact Center 48

Contact Center Metrics Enterprise Sales 48

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 57

Contact Center Call Center Self service Surveys 57

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”. About the Author.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Tethr

JUNE 16, 2020

The Tethr Effort Index (TEI) is a powerful and substantial tool. TEI is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances. Are you ready to dive into all facets of TEI?

Coaching 69

Coaching Customer effort Surveys Metrics 69