Think Customers

NOVEMBER 3, 2015

Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. For too many years, contact center measurements have been focused on efficiency instead of customer experience.

Contact Center 88

Contact Center Customer Centricity Metrics Net Promoter Score 88

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. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Insights 243

Insights E Commerce Customer Experience E-support 243

Thematic

DECEMBER 15, 2024

Average Handle Time (AHT) Average Handle Time is a standard contact center metric for tracking the length of customer service interactions. A lower escalation rate could indicate that customer service agents are using sentiment insights to successfully handle tough situations by themselves.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). Customer Effort Score (CES): CES measures the level of effort a customer perceives they had to exert to resolve their issue.

Call Center 52

Call Center Measurement Contact Center Metrics 52

BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. What Service Level Metrics Are Most Relevant to Your Business Now? You need a partner who is committed to gathering and interpreting a wide range of data to build the big picture.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Kayako

MARCH 3, 2016

In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).

Metrics 86

Metrics Net Promoter Score Average Handle Time Effort Score 86

ShepHyken

APRIL 2, 2021

The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT). When creating your customer service strategy, it’s important to continue to invest in new technologies and platforms, but don’t overlook the value of optimizing your current channels.

Customer Service 120

Customer Service E Commerce E-support Average Handle Time 120

TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. This group may be bigger than many companies realize, with new data indicating that only 9% of customers manage to fully resolve their issues through self-service channels.

Call Center 124

Call Center Contact Center Culture Average Handle Time 124

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Kayako

JUNE 8, 2017

Great support is more than just the results of your Net Promoter Score, customer effort score, or customer satisfaction surveys (though, it is worth running these surveys to keep tabs on overall loyalty ). Customer experience should be treated as a KPI in understanding what makes a support experience great. Better email support.

Metrics 108

Metrics Customer Experience Average Handle Time Net Promoter Score 108

Advantage Communications

JULY 10, 2019

These metrics - as discussed in our blog titled ‘ 7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center ’ - include First-Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), Call Abandonment Rates (CAR), Customer Effort Score (CES), Average Handle Time (AHT) and Service Level (SLA).

Call Center 49

Call Center Net Promoter Score Average Handle Time Effort Score 49

Oracle

MAY 26, 2020

Now they’re resolving issues in the first call 75% of the time, which gave a 21% boost to their CES score. Traci continues, “And while Customer Effort Score has always been one of our guiding metrics, it’s important to also balance that metric with efficiency.”

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Measurement 98

Measurement Average Handle Time Metrics Customer Satisfaction 98

Calabrio

NOVEMBER 12, 2019

CUSTOMER EFFORT SCORE (CES) The best experiences are easy and effortless. Customer effort score uses a survey to ask customers on a scale of 0-10 how much effort they had to put forth to handle their request. This is one of the few metrics that is tracked internally and not by asking customers.

Metrics 52

Metrics Measurement Average Handle Time Customer Experience 52

Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 52

Average Handle Time Management Download Customer Satisfaction 52

Playvox

JANUARY 24, 2022

This requires going beyond traditional contact center metrics such as service level, average time to answer, and average handle time. Customer Effort Score (CES) – customers rate how easy they find doing business with your company.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Definition Net Promoter Score 75

Chattermill

JUNE 3, 2019

Customer Effort Score (CES). Customer Effort Score (CES) measures a customer’s ease of an experience with a company. Generally, this is measured by customer support team, it’s calculated by taking the average response rate time between a customer opening a support ticket and when a rep acknowledges their request.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

Contact Center 84

Contact Center Average Handle Time Metrics Call Center 84

Ecrion

JUNE 9, 2020

These are your customer satisfaction score (CSAT), net promoter score (NPS), customer effort score (CES). CSAT scores indicate how satisfied a customer is with their experience. NPS scores measure how likely a customer is to recommend your product or service.

Customer Experience 72

Customer Experience Net Promoter Score Social Media Average Handle Time 72

Zeisler Consulting

NOVEMBER 9, 2022

Even operational measures (think: Average Handle Time, First Contact Resolution, etc.) Similarly, CSAT, NPS, Customer Effort Score, and yes even Brand Alignment Score are all too vague. For example, every metric can be gamed or lead to unintended behaviors based on how it’s applied. how to improve it.

NPS 72

NPS Metrics Effort Score Average Handle Time 72

Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Are you tracking Customer Effort scores? Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

Contact Center 62

Contact Center Average Handle Time Customer Centricity Effort Score 62

Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Are you tracking Customer Effort scores? Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

Contact Center 62

Contact Center Average Handle Time Customer Centricity Effort Score 62

ProProfs Chat

DECEMBER 26, 2019

CES: Customer Effort Score. It refers to customers’ evaluation of the effort they had to make to perform a specific action on your website. These are: First Response Time (FRT), which measures the time needed for agents to react to customers’ initial messages. .

Measurement 90

Measurement Customer Experience Net Promoter Score Metrics 90

Oracle

OCTOBER 6, 2019

We have more real-time access to that information because it’s readily available. The KPI that we are really looking at is our Customer Effort Score — it’s really our one main metric. How much effort is really spent when interacting with the customer.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score 2019 54

Playvox

APRIL 5, 2022

These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). With efficiency metrics under control, contact centers can focus on gaining high scores on customer experience metrics such as Net Promoter Score (NPS), customer satisfaction (CSAT), and customer effort score (CES).

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Pointillist

MARCH 1, 2019

Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. Measure Customer Effort Score (CES) Regularly Measure Customer Effort Score to understand the touchpoints where customers have to expend the most effort.

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

CSM Magazine

DECEMBER 8, 2022

Some important parameters include: Net Promoter Score (NPS) – It measures the likelihood of customers recommending the business to family or friends. Customer Effort Score (CSE) – It measures the effort customers need to exert to get their problems resolved with a brand. Bottom line.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

Talkdesk

AUGUST 3, 2016

These include average handle time, replies per ticket and average first reply time. Do You Know Your Customer Effort Score? One of the newest ways to measure the value of your customer service is how much effort customers have to exert to get answers to their inquiries. mMOQ21rlHD.

Metrics 41

Metrics Insights Customer Service Net Promoter Score 41

CSM Magazine

MAY 17, 2021

CES (customer effort score) is another: it measures how easy it is for customers to complete tasks. Operational: first time resolution, average handle time, and escalation rate. There are lots of different metrics leaders might choose to include on a scorecard, depending on their particular business needs.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Metrics 59

Calabrio

MARCH 22, 2025

To help elevate your contact centers performance and make your management more effective, look to these KPIs: Average Handle Time (AHT): This metric measures the average duration of a single customer interaction, encompassing all stages from initiation to resolution. Lower CES scores indicate a smoother customer journey.

Contact Center 52

Contact Center Management Call Center Measurement 52

NICE inContact

OCTOBER 5, 2017

Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Customer Satisfaction (CSAT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

NICE inContact

OCTOBER 5, 2017

Recently, the industry has moved beyond CSAT to measure loyalty, effort, and value. Customer Effort Score (CES). The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Customer Satisfaction (CSAT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

Kustomer

JULY 1, 2021

Tom, do you think the KPI average handle time is antiquated? And I think where we’re seeing a lot of our clients move to is more of this just understanding effort. Customer effort score. So you’re actually seeing a very different profile of individuals – in types of roles.

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

Stella Connect

DECEMBER 2, 2021

. #2: Time Is Money for You—and Your Customers. That’s why top customer service metrics like customer effort score and average first response time and average handle time shouldn’t be overlooked. Customer patience is a finite resource.

2022 52

2022 Customer Service Poor Customer Service 2021 52

Playvox

JUNE 22, 2023

Organizations conduct surveys or interviews based on an agreed-upon scoring system and classify responses such as: Very satisfied Satisfied Not satisfied Very unsatisfied Customer Effort Score (CES) A business metric that measures how easy or difficult it was for the customer to get their issues resolved in your contact center.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

ViiBE Blog

AUGUST 17, 2021

There are various metrics that help assess the efficacy and success of a company’s customer experience management systems, each of them looking at different CEM aspects: Customer Satisfaction Score – CSAT measures the levels of customer satisfaction with the company’s products and services Customer Effort Score – CES looks into (..)

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52