eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. How successful have these efforts been? Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. Recent estimates suggest that a staggering $3.8 Use surveys, interviews, and focus groups.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

SurveySensum

JULY 13, 2023

Touchpoints Post-purchase services, customer support, loyalty programs. Surveys to take Customer Effort Score (CES) When to take After they interact with your website, live chat support, or other information resources. million subscribers by 2025, highlighting the program’s continued growth and success.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

Touchpoints Post-purchase services, customer support, loyalty programs. Surveys to take Customer Effort Score (CES) When to take After they interact with your website, live chat support, or other information resources. million subscribers by 2025, highlighting the program’s continued growth and success.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

PeopleMetrics

JANUARY 24, 2025

CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support. The company deploys in-app guides and preemptive email support, reducing complaints and enhancing CX.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118