InMoment XI

OCTOBER 31, 2024

Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

OCTOBER 30, 2024

Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel. Building an omnichannel customer experience makes the process smooth for customers as they don’t have to repeat information or stick to one channel. Omnichannel interactions are gaining relevance.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

DECEMBER 13, 2024

A call center dashboard is a centralized digital interface providing real-time insights into call center performance. It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic.

Call Center 195

Call Center Contact Center Social Media Metrics 195

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. Whether it’s from self-service to live chat to phone or some other combination, the reality is that the wider your omnichannel offering, the more complex the customer journey.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Playvox

JANUARY 24, 2022

In the age of digital disruption, customers now expect effortless and personalized omnichannel experiences, or they will likely take their business elsewhere. This requires going beyond traditional contact center metrics such as service level, average time to answer, and average handle time.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Calabrio

MARCH 22, 2025

Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand. Develop a true omnichannel approach thats unified in the cloud and ensures that agents have easy access to customer history and insights across all channels. Lower CES scores indicate a smoother customer journey.

Contact Center 52

Contact Center Management Call Center Measurement 52