article thumbnail

Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 368
article thumbnail

Key contact center metrics you should be tracking

CCNG

There are myriad metrics and indicators that an organization can monitor to measure contact center performance. FCR should be a North Star metric for all contact centers as it measures efficiency, performance, agent training levels and tests internal processes and systems. Therefore, view AHT alongside first contact resolution.

Metrics 195
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Top call center metrics your organization should care about

Callminer

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.

Metrics 345
article thumbnail

5 Call Center Metrics to Optimize Agent Performance

Customer Contact Central Submitted Articles

Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.

article thumbnail

The 2023 Customer Experience Management Value Index

In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index. Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research.

article thumbnail

Call Center Metrics Best Practices

Callminer

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.

article thumbnail

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

article thumbnail

Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

She’ll explore how to pinpoint, measure, and attain benefits such as increased revenue per customer, call reduction, reduced attrition, referral growth, and reduced cost-to-serve through CX improvements, all while actively engaging your customers.

article thumbnail

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance. What the best practices are for tracking and proving customer value.

article thumbnail

Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Impact contact center metrics, KPIs, and insights. Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to: Enable cost reduction, performance improvement, and new possibilities for customer communication.

article thumbnail

Best Practices for a Marketing Database Cleanse

This buyers guide will cover: Review of important terminology, metrics, and pricing models related to database management projects. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

article thumbnail

Community KPIs: Easier Than You Think!

Speaker: Carrie Melissa Jones

Join us to learn: The 3 types of metrics you need to track. On December 7th at 12 pm EDT, Carrie Melissa Jones will walk you through a practical method for determining KPIs to showcase your impact—whether to yourself, your team, your boss, or your board. The key mindset shift needed to identify the best KPIs for your community.

article thumbnail

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

It is hard to correlate loyalty metrics with business results. NPS and Loyalty are the new shiny. Companies are investing millions in improving CX. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes.

article thumbnail

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

article thumbnail

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.