InMoment XI

MARCH 14, 2025

Use a Conversational Intelligence Tool Some KPIs, like average handle time and first call resolution, are easy to measure with numbers alone. High first-call resolution scores are great, but not if the resolution left most customers angry. But numbers arent enough to paint a full picture.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Customer Effort Score What is it?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

NOVEMBER 15, 2023

If CSAT scores indicate consistently low satisfaction, it signals a need for further investigation and potential improvements to enhance the overall customer experience in real-time. A low CES indicates a smoother customer experience, while a high score signals potential areas of friction.

Insights 243

Insights E Commerce Customer Experience E-support 243

CSM Magazine

DECEMBER 8, 2022

This goal is specific, measurable, and time-bound; hence can be reviewed at the end of a quarter to cross-check targets. As a customer base grows, leveraging technology to automate routine processes is the way to go. Leverage automation and AI. But this does not mean robotic CX or generic mass emails. Bottom line.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

Kustomer

JULY 1, 2021

Because it’s time that’s there. How do you use it so that it’s the most benefit to you as the brand, as well as your consumer customer base? So let’s get into that because it seems like the age old conversation would be about how do we increase satisfaction by lowering wait time and driving service level?

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

ViiBE Blog

AUGUST 17, 2021

Why track customer experience analytics? In such a highly competitive, fast-paced market reality, it is essential to strive for a strong customer base— a catalog of customers willing to stay with you for a long time and bring those around them on board.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Kustomer

SEPTEMBER 3, 2020

So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. Generally, average handle time is not going to correlate at all to customer loyalty or to a meaningful metric in most environments. And then my goodness, why?

Marketing 52

Marketing Effort Score Metrics Loyalty 52