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.

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

ijgolding

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.

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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.

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.

The New Standard: Why Employee Obsession Matters

Promoters have 14% better quality of work, judged by the quality score (CSAT, NPS or other quality metrics) that is present in all of our client work. most difficult metric to improve. Knowing the power of this metric, we have.

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.

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.

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?

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

ShepHyken

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.

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?

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

Callminer

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?

Average Talk Time: The Little Metric with Big Insights

inContact

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.

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.

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.

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?

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.

Report: The State of CX Metrics, 2017

Customer Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Callminer

The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More appeared first on CallMiner.

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

The Value of Communities

Contact Center Pipeline

Agent Engagement call center Collaboration Communities contact center customer engagement employee engagement interactive intranets metricsI always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success.

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.

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.

Top 5 Posts in April

Contact Center Pipeline

Other popular topics included agent scheduling, sales incentives and how to create a culture of accountability for achieving performance metrics. Featured call center contact center performance metrics sales incentives scheduling WFM workforce management

Are Popular Customer Experience Metrics Just “Immature”, Or Do They Have Bigger Challenges?

Beyond Philosophy

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Lack of taking action based on CX metrics (57%).

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

Differentiator Series, Part 3: Optimizing the Exceptions

Contact Center Pipeline

Service Delivery call center call handling contact center customer service escalation FCR first-contact resolution performance metrics support trackingContact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat operation.

Measure and improve contact center agent experience in order to improve customer experience

Ian Jacobs

Our research shows that, to date: Read more Categories: customer service; CRM; contact center; contact center agents; metrics; contact center metrics; customer service metrics; cx; customer experience; workforce enablement.

Top 5 Posts in July

Contact Center Pipeline

Featured call center call center career paths call center training contact center key performance indicators KPIs leadership metrics quality monitoringThe Pipeline blog has been heating up all month!

5 Top CX Trends For Survival in the Age of the Customer

360Connext

There is No Perfect Metric. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience.

Top 5 Call Center Metrics to Improve via Live Agent Coaching

CafeX

Advances in omnichannel capabilities and deeper back-end integrations with CRM platforms and customer data can increase the complexity of an agent’s daily tasks. However, some of these solutions also enable live agent coaching, which can result in quantifiable performance gains, improved stats, and more satisfied customers

CRM 6

Keys to Contact Center Consistency and Compliance

Call Center Weekly

Call Center CCW contact center Metrics QualityBy Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Here are our questions and answers.

The 80/20 Rule Is Dead! You Can Do More with Social Media Data

Aria Solutions

In Shifting the Paradigm of Contact Center Interaction Tracking , we spoke of a paradigm shift that needs to be considered in standard contact center metrics. Service level was an incredibly indirect metric to equate waiting with dissatisfaction but that is not the only factor.

5 Top Customer Service Articles For the Week of June 12, 2017

ShepHyken

27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Individual agent metric 2. Customer Care Customer Experience Customer Loyalty creating customer loyalty customer support metrics micro-moment

B2C 24

NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

There is an abundance of metrics out there that can measure the quality of your customer support. When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers. How do I measure customer loyalty with metrics?

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.

Adventures in Speech Analytics- Part III

Call Center Weekly

Call Center CCW contact center Metrics QualityBy Diana Aviles Here we are… Part III is finally here! Where we last left off, I discussed how queries are a major aspect of Speech Analytics.

Two Major Flaws of Your Customer Listening Efforts

CX Journey

The second flaw is: the metric, not the customer, becomes the focus. Companies focus on the metric, on moving the metric, and not on the customer and the customer experience. Instead, too many conversations start with, "How do we improve the metric?"

The Competitive Dynamics Of Workforce Optimization--A Critical Driver Of Customer Experience--Unpacked

Ian Jacobs

Read more Categories: contact center; CRM; customer service; workforce optimization; speech analytics; WFO; workforce management; metrics. Application Development contact center; CRM; customer service; workforce optimization; speech analytics; WFO; workforce management; metrics

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Customer Experience Matters

B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group ResearchWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations.

5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?