Customer Experience Metrics

Posted on March 06, 2021 in Best Practices • Customer Experience Management • Customer Experience Metrics • Customer service • Customer service audit

One of the world’s largest and fastest-growing premium spirits companies has enlisted the aid of The Taylor Reach Group, Inc. (TRG) to assess their current capabilities and support the design of a new Direct to Consumer (DTC) organizational vision. The DTC channel will support consumers across the globe. Consumer support and experience will be delivered […]

Posted on April 09, 2020 in Call Center DIY • Contact center consulting • Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Customer service • CXi

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• call center• Contact Center Management• Customer Experience

By Peg Ayers Everybody wants to improve the Customer Experience (CX) they provide, right?  But maybe you believe it’s just too expensive to even think about it.  Your organization is doing its best with the resources it has.  What else can you do?  Plenty! Providing poor CX is incredibly expensive!  A 2019 survey, which interviewed […]

Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy

By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]

Posted on February 06, 2020 in Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer service • Quality assurance

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Customer Experience• Taylor Reach Group

By Peg Ayers Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive […]

Posted on November 18, 2019 in Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service • Quality assurance • Quality Assurance

Tags: #callcenter• #contactcenter• #custexp• #custserv• Call Center Consulting• Customer Experience• Customer Service Consulting

By Turaj Seyrafiaan More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. However, in most cases the effectiveness of the process is measured internally based on what the organization believes to be the right approach or behavior. This internally focused approach could […]

Posted on April 05, 2019 in AHT • Average handle time • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Metrics • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AHT• Call Center Consulting• Customer Service Consulting• Taylor Reach Group

AHT: the Most Misunderstood Metric in Call or Contact Centers By John Cockerill Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good measure particularly when you’re looking in a specific channel as to what is the midpoint of all of the call (contact) lengths that […]

Posted on March 12, 2019 in Artificial Intelligence • Call Center Consulting • Call centre consulting • Customer Experience • Customer Experience Metrics • Customer service

  By Colin Taylor The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and […]

Posted on May 15, 2018 in Call Center Performance • CSAT • Customer Experience • Customer Experience Metrics • FCR • FCR

By: Peg Ayers & Turaj Seryafiaan Definition: The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts. This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact […]

Posted on December 19, 2017 in Abandon rate • abandon rate • Call Center KPIs • Call Center Management • Call Center Metrics • Call Center Performance • Contact Center KPIs • Contact Center metrics • Customer Experience • Customer Experience Metrics • IVR • KPIs • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100 Example: 90 calls are answered; 10 calls are abandon before they’re answered. Abandon rate is 10/ (10+90) which is 10%. Alternate […]

Posted on December 12, 2017 in Call Center Management • Call Center Performance • Customer Experience Metrics • Facts and Figures • IVR • IVR • Metrics • Service Level

By: Peg Ayers and Turaj Seyrafiaan Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on […]