7 Insights into Customer Service Metrics - Talkdesk - ContactCenterWorld.com Blog
To be competitive in today’s oversaturated marketplace is to make a commitment to being customer-centric. The companies that invest in creating excellent customer experiences ultimately differentiate themselves from competitors and succeed in the long term.
There are many aspects to effectively executing a customer experience strategy. In this week’s Customer Experience Weekly, we’ll be exploring customer service metrics. How can businesses measure their success and make data-driven decisions for the future? We’ve scoured the web looking for answers.
Here’s what we found:
Choosing the Right Customer Service Metrics Requires Alignment to Your Brand
Kate Leggett || Forrester
Customer service quality cannot be measured by a single metric. It must be determined by an individually selected set of metrics. The choice of these metrics is dependent upon your company’s specific value proposition.
Understanding Customer Service Metrics: The Numbers that Matter Most
Len Markidan || GrooveHQ
This mammoth blog post puts customer satisfaction front and center. It provides a few ways to measure customer satisfaction and then outlines secondary customer service metrics. These include average handle time, replies per ticket and average first reply time.
Do You Know Your Customer Effort Score?
Lara Ponomareff || CEB Blogs
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. Customer Effort Scores (CES) are derived from direct, one-question surveys asking customers to rate how much effort they put into the interaction.
11 Customer Service Mertics that Really Matter To Your Business via @grexit #smallbusinesstip https://t.co/mMOQ21rlHD
— JolitaSocial (@jolitasocial) July 27, 2016
Introducing Talkdesk Predictive Customer Analytics: Customer Sentiment Score (CSS)
Ernest Wong || Talkdesk
Talkdesk introduced a new call center KPI: Customer Sentiment Score (CSS). CSS uses inputs from customers and agents as well as other call center data such as wait time to calculate a sentiment score. The purpose of this metric is to help promote empathy within the call center.
15 Customer Service Metrics to Measure
Tricia Morris || Parature
There are many types of customer service metrics. In this post, quality, financial and operational metrics are reviewed. It is important to keep in mind the type of metrics your company measures to be sure that you are taking the right approach.
14 Key Performance Indicators (KPIs) to Measure Customer Service
Amanda Stillwagon || Small Business Trends
Enjoy a brief overview of the top 14 customer service metrics. This is a great primer on the subject. KPIs outlined include Net Promoter Score, customer retention and conversion rate.
- 25 Customer Service Metrics You Should Care About
- Top 10 Key Performance Indicators for Customer Service: Part 1
- 5 Customer Experience Metrics Every Successful Company Should Track
We hope this post has given you some insight into customer service metrics. Take some time to review what systems you have in place to measure data and whether your numbers are hitting the correct marks. Customer-centricity is everything in today’s market.
Publish Date: August 3, 2016 5:00 AM
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