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.

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.

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.

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.

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.

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.

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.

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?

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.

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.

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?

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.

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.

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?

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?

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.

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.

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.

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

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


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.

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.

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.

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.

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

Top 10 Posts of 2017

Contact Center Pipeline

Featured artificial intelligence call center career paths contact center cost management metrics motivation sales incentives scheduling training WFM workforce managementThe end of December is a great time to reflect on the past year.

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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 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.

Calculating Abandon Rate in Light of Customer Experience and IVRs

Taylor Reach Group

Like all Contact Center metrics , abandon rate must be considered in light of the customer experience and the objectives of your organization. Used in combination with other metrics, such as service level , abandon rate can help you determine whether your staffing is correctly distributed. By: Peg Ayers and Turaj Seyrafiaan. Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent.

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!

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

Call Center CCW contact center customer experience Customer Journey Customer Satisfaction Ethnography Metrics

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The ‘fly in the ointment’ is increasingly becoming the underlying ‘contractual metrics’. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc. None of these metrics speak to the quality of the interaction. Clients are seeking contractual metrics focused on Customer Satisfaction (CSAT), Net Promoter Score (NPS) and First Contact Resolution (FCR). Clients want qualitative metrics and KPI’s. By: Colin Taylor.

Calculating Service Level in Light of Customer Experience and IVRs

Taylor Reach Group

While most Contact Center metrics require just one decision to set a goal, service level requires two: (1) How fast do you want calls answered? (2) As with other metrics, your goal must be based in part on the business you’re in. Call Center Management Call Center Performance Customer Experience Metrics Facts and Figures IVR Metrics Service LevelBy: Peg Ayers and Turaj Seyrafiaan. Definition of Service Level: The percentage of calls answered within a set threshold.

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


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.

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.