InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. The agent can recommend an upgrade when a customer mentions that theyre looking for more storage space.

Call Center 195

Call Center Contact Center Social Media Apparel 195

TechSee

JANUARY 19, 2025

The Value of Orchestration in Customer Service Why should businesses care about AI Orchestration? Because it solves real problems and delivers tangible benefits: Enhanced Customer Experience (CX): Ever been stuck with an AI that can’t help you? Need to handle both in a single service interaction?

Net Promoter Score 109

Net Promoter Score Average Handle Time NPS Demo 109

TechSee

JANUARY 27, 2025

Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences. What is AI Reasoning?

Interaction 124

Interaction Average Handle Time Multi-Channel Customer Satisfaction 124

Northridge Group

MARCH 11, 2025

Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (..)

Healthcare 52

Healthcare ROI Net Promoter Score Average Handle Time 52

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Fighting the Cost Center Mindset.

Metrics 219

Metrics 2019 Customer Care Measurement 219

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. How do metrics and standards play a role in customer service?

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics?

2025 52

2025 Customer Experience Contact Center Net Promoter Score 52

BlueOcean

OCTOBER 4, 2023

The impact of bilingual support on the customer experience cannot be understated. The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. But what’s the best approach? And what about offshore?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. What are the Benefits of Conversational Analytics?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it.

Metrics 108

Metrics Customer Experience Average Handle Time Net Promoter Score 108

BlueOcean

AUGUST 19, 2024

Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Make it about the customer Obvious, right?

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Make it about the customer Obvious, right?

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

Myra Golden

FEBRUARY 10, 2023

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down!

Average Handle Time 52

Average Handle Time Contact Center Customer Experience Design Customers 52

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance Tracking Call Center Metrics Identifying Trends A call center dashboard is crucial to managing and improving call center operations. It provides real-time visibility into KPIs, empowering teams to improve efficiency and customer experiences. It improves customer experiences.

Call Center 195

Call Center Contact Center Social Media Metrics 195

TechSee

NOVEMBER 10, 2020

At the same time, they must ensure that the initiative does not compromise the quality and efficiency of the brand’s service or lose focus on the ultimate goal of ensuring a positive customer experience. When agents can verify with their own eyes that the issue has effectively been resolved, FCR improves.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.

Blog 100

Blog Customer Experience Contact Center Airlines 100

BlueOcean

JULY 9, 2024

The Intersection of Brand Loyalty and Customer Care Despite the introduction of these three new principles of brand loyalty in the increasingly disruptive (and disrupted) world, customer experience still reigns supreme. Brand loyalty depends heavily upon customer experience, regardless of the impact of the pandemic.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

Northridge Group

MARCH 4, 2025

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

InMoment XI

MARCH 22, 2025

CI leverages technologies like machine learning (ML) and natural language processing (NLP) to assess customers language patterns, tones, and response dynamics, eliminating the need to manually sift through thousands of calls, chats, and emails. Improving Customer Engagement and Personalization The value of personalization is undeniable.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. These inefficiencies dont just hurt your teams productivity; they negatively impact the customer experience , increasing complaints and lowering retention rates.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

BlueOcean

AUGUST 13, 2024

The math provides us with insights on how to improve the customer experience and gain greater value for the client. We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? What is the Average Handle Time? Is the Service Level Agreement being met?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

InMoment XI

JULY 25, 2024

Specifically, negative experiences can cause customers to churn, while positive experiences can restore customer satisfaction trust, and improve your brand equity. What Is a Contact Center Experience? Simplify workflows to make it easier for agents to assist customers quickly and efficiently.

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

BlueOcean

DECEMBER 18, 2023

Likewise, conversation analytics provides superior quality and visibility, and there’s no doubt it will transform the way contact centers approach customer experience strategy. Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Calabrio

MARCH 25, 2025

Agent performance is at the core of overall contact center productivity as well as customer experience quality. Call center agent performance metrics extendor should extendbeyond a simple count of the number of calls handled. This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Measurement Contact Center Metrics 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Customer Journey Contact Center Technology 114

ShepHyken

MARCH 30, 2018

and, while your CSAT is mostly focused on the experience with an agent, the NPS covers the entire customer experience, beyond the borders of your Customer Care department. Nonetheless, similarly to CSAT, the NPS is a great indicator of your progress over time and an important one to track. Average Handling Time.

Blog 90

Blog Average Handle Time Customer Experience Net Promoter Score 90

ProProfs Chat

DECEMBER 26, 2019

And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. . However, there are some ways of measuring customer experience that can be more effective than others?

Measurement 90

Measurement Customer Experience Net Promoter Score Metrics 90

TechSee

OCTOBER 31, 2018

Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). With Gartner forecasting that 20.4

2019 100

2019 Telecommunications Average Handle Time Call Center 100

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. Moreover, providing agents with comprehensive resources is essential.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

CSM Magazine

DECEMBER 9, 2024

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems. The Group, which includes makepositive, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

Interactions

APRIL 2, 2025

Innovative features that leverage human-AI augmentation and Gen AI can tip good customer experiences into stellar territory and lead to benefits that drive deeper efficiencies and insights. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation.

Retail 62

Retail Average Handle Time Contact Center Innovation 62