How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. How do we then collect metrics on customer experience? CCW customer experience MetricsCalls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume).

Report: Five Steps For Building A Strong CX Metrics Program

Customer Experience Matters

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find Out

Contact Center Pipeline

It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Metrics call center contact center key performance indicators KPIs performance metricsContact center days are jam-packed with activity.

8 Customer Experience Metric Silos Mask Momentum


8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. The trick to successful metrics selection is to connect the dots between cause-and-effect.

Study: The Health of the Contact Center

20 Rethink Metrics: Traditional call. center metrics include average handle. FCR), but these static metrics do little. brands don’t view attrition metrics as. rethink stale metrics and focus squarely.

Call Center Goals and Metrics: How to Achieve them?

Dialer 360

In the course of recent months, in a scope of workshops, online classes and web talks, Jonty Pearce solicited a wide range of contact focus experts for the most imperative call focus metric expected to carry out their occupation. The post Call Center Goals and Metrics: How to Achieve them?

What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices


Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. The post What are QA Metrics?

Is FCR a contact center metric anymore?


First Call Resolution metric measures the number of calls completed within a single contact between an agent and customer. This is an important performance metric which measures the quality of services provided in the contact center which lead directly to exceptional customer service.

Common Pitfalls in Service Metrics

Brad Cleveland

We’ve got to be mindful about the metrics we establish and how much we read into them. We need to take care … Call Center Contact Center Customer Service Leadership Workforce Management Brad Cleveland leadership service metrics workforce management

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

of respondents review their dashboard of metrics. critical metrics and. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Average Talk Time: The Little Metric with Big Insights


Average talk time (ATT) is often a neglected little contact center metric. Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion.

How to Make Performance Metrics Truly Matter

Contact Center Geek

One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members. There’s a better way: stop using AHT and Adherence as team member performance metrics. This article originally appeared on ICMI.

14 Critical Call Center Metrics You Should be Tracking


As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place. Whereas we took a top down approach above, let’s now look at these reports and metrics from the bottom up. Agent Metrics & Reporting.

Guest Blog: In the CX world, tracking these metrics is a way of life!


This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on.

Metrics for Customer Experience Management


Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated. Laws of Metrics. Action Plan Metrics.

New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). I recently co-authored an eBook with Justin Robbins for ICMI and Five9.

Improve CX Metrics with Cloud Communications


And, customer complaint metrics are markedly better as well. Use metrics and statistics. You can learn more about real-life proof points, case studies, and success metrics, by joining the Aberdeen and 8x8 webinar, Dialing Up Your CX Metrics: How unified communications improves your contact center. “Sure, I can help.”. Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side.

Improving Contact Center Wallboards to Make Metrics Actionable: Part 1

Bright Pattern

Wallboards have been used in the contact center for many years and there is often discussion around what KPIs to broadcast and how to improve contact center wallboards to make metrics more actionable.

Business Metrics Transparency for Better Customer Experience


Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Increasingly, gain visibility to remote worker activities and metrics.

Average Talk Time: The Little Metric with Big Insights


Average talk time (ATT) is often a neglected little contact center metric. Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion. If you find that your agents are feeling pressured to ditch the customer in order to satisfy a metric you’ve set, it may be time to reevaluate those AHT standards. Most importantly, don’t sacrifice customer experience for the sake of one metric.

It's Not About the Metric

CX Journey

One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? When we focus on the metric, we try to tinker with things here and there just to see what moves the needle and don’t think about the big picture.

Looking at Contact Center Metrics in a Customer-Centric Way

Aria Solutions

Our early ability to track and measure activity resulted in a series of metrics being adopted to monitor the overall contact center performance. These traditional metrics include average handle time, average wait time, occupancy, idle time, and service level among others. These metrics largely have a philosophical basis in Fredrick Taylor’s “The Principles of Scientific Management”, which still have a certain degree of operational relevance.

How Palo Alto Software Used Metrics to Improve Service

Toister Performance Solutions

Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Are there any other metrics that are giving you more immediate feedback?

13 Contact Center Metrics: Definitions & Calculations


Learn the definitions and calculations for 13 common contact center metrics. [.]. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software. Read More. Customer Experience

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett


Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? The post NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett appeared first on I J Golding.

GUEST POST: Jerry Sokol on Customer Experience Metrics

Interaction Metrics

Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer. The right customer experience metrics don’t just tell you that customers […

Metrics to Map Your Customer Experience Success

CX Journey

Image courtesy of Marianna Gomes What are your customer experience success metrics? And how do they differ from your VoC metrics? What kinds of metrics are typical for each? How can a manager get started in identifying meaningful metrics to manage CX progress?

Build your business case to invest more in customer experience – Learn the metrics that move the needle


Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. It turns out it is as much a customer experience metric.

Why Metrics Aren’t Everything for Delivering Exceptional Customer Service

Return Customer

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. Current metrics do not differentiate between non-eventful interactions and highly impactful experiences that will stick around long after customer engagement has ended.

Getting Started With Advanced Call Center Management and Metrics

Win the Customer

I recently worked with an organization who wanted to tap into more detailed information about their customer interactions only to find out that their phone provider was greatly lacking in offerings for call center metrics.

Are the Pressures of Metrics Weighing You Down?


Contact centers have many key performance metrics to achieve: AHT, CSAT, FCR, NPS. However there's another acronym that can help you get these metrics into top shape - CTI. Read our full infographic for all 6 ways that InGenius CTI can improve your contact center's metrics.

"Follow the Leader", Featuring Al Hopper

Call Center Weekly

What are your thoughts on industry standards, with regards to contact center metrics? Why do we use metrics? In sports we use metrics like yards gained, strike outs, or minutes played per quarter. Those metrics work because it's a standard measurement between teams and even eras.

How to Choose the Right Customer Service Metrics

Toister Performance Solutions

"What are the best metrics for my customer service team?" So let's settle one question right here: there's no single metric that's best for every situation. The trick is to figure out which metrics will be most useful for you, your team, and your business.

11 Contact Center Metrics You Need to Be Tracking


Your contact center is your primary method of customer service: one of the first lines of defense when it comes to connecting with customers, sorting out their problems, and ensuring that they have everything they need to be satisfied with your business. In order to make sure that your contact center is handling things the way it should be, you need to be tracking the key performance indicators (KPIs) that let you know whether or not your contact center is effectively meeting its goals.

Hey! You Got Your Metrics in My Journey Map!

CX Journey

At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps. Executives love data and metrics, right? Where do the data and metrics come from?

Contact Center And Customer Service Metrics Must Support Broader Company KPIs

Ian Jacobs

Our new report, Implement Effective Customer Service Metrics , tackles these questions and also presents dozens of common metrics broken down by audience and potential use case. metrics. Application Development CRM Customer Service contact center contact center agents customer effort customer effort score metrics nps

Agent Satisfaction May Be The Most Important Metric You’re Not Tracking


Learn why agent satisfaction is foundational to success, and how an improvement in this metric could immediately boost all other metrics. [.]. The post Agent Satisfaction May Be The Most Important Metric You’re Not Tracking appeared first on Sharpen Contact Center Software. Read More. Customer Experience

Focusing on the Wrong Metrics Will Ruin Your Customer Experience

Win the Customer

If you can’t measure it, you can’t manage it. This is especially critical in managing customer experience in the contact center.

The Metrics Before the Storm

CX Journey

So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. These metrics will clue you in to the full picture of your customer relationship and whether your feedback can hold back the thunderstorms. Monitoring the bounce rate of your feedback requests is often a reported but ignored metric. B2B metrics voice of customer