CX Analytics and Metrics

  1. Insights
  2. Customer Experience
  3. CX Analytics and Metrics
  1. An illustration of a business person looking at a bar chart that shows quality going up, while costs come down.
    CX Analytics and Metrics

    Reducing cost per contact (CPC) with AI

    Discover how to strategically use AI to reduce cost per contact, improve customer experience and boost contact center efficiency across every channel.

  2. CX Analytics and Metrics

    Next-generation KPIs: Redefining customer experience measurement

    Customer experience (CX) is evolving — and your measurement strategy should too. Discover how next-generation KPIs can offer deeper insight into CX performance, from customer effort and journey satisfaction to agent engagement and digital maturity.

  3. A digital representation of a ribbon being uncoiled.
    CX Analytics and Metrics

    Next-gen KPIs for digital transformation and process optimization: Redefining customer experience measurement

    Explore the next-gen key performance indicators organizations should add to their measurement framework to track digital transformation and process optimization success.

  4. An image depicting agents in a customer support center. One is standing and holding a laptop while talking to another agent who is seated at his desk.
    CX Analytics and Metrics

    Next-gen KPIs for agent experience: Redefining customer experience measurement

    Discover how organizations can formulate a more comprehensive approach to measuring agent experience using next-gen key performance indicators.

  5. Illustration of a man leaning against a bullseye with other graphics like stars, graphs, a trophy, an alarm clock and thumbs up emojis surrounding it.
    CX Analytics and Metrics

    Next-gen KPIs for CX: Redefining customer experience measurement

    Discover how organizations can move beyond traditional customer experience metrics and adopt a more holistic measurement framework using next-gen key performance indicators.

  6. Illustration of a person, a measuring tape and a flag, meant to symbolize measurement and goals in CX
    CX Analytics and Metrics

    Metrics matter: The role of measurement in CX

    What gets mismeasured gets mismanaged. Explore best practices for tracking CX metrics, measurement performance and setting goals.

  7. Silhouette of person pushing a boulder up a mountain
    CX Analytics and Metrics

    How agent effort impacts customer experience success

    We all know about customer effort and its impact on customer loyalty but what is your company doing about agent effort? Learn how to make things easier in customer care.

  8. Two people looking at a smart phone and smiling
    CX Analytics and Metrics

    What you need to know about customer effort now

    Customer expectations have evolved, but people still don’t want to feel frustrated. Get ahead of the changes in order to create a low effort experience your customers will thank you for.

  9. games high score screen
    CX Analytics and Metrics

    Player support metrics: How to choose and improve KPIs

    Tracking the success of the player support experience is an important part of keeping players satisfied. Take a closer look at some of the most common customer service metrics used by games companies today.

  10. Illustration of hands holding a tablet that depicts a rating score
    CX Analytics and Metrics

    Six ways to take your CSAT from good to great

    Discover six ways brands can deliver top-level service and boost their customer satisfaction (CSAT) scores in the process.

  11. White arrow showing old way to represent average handle time and yellow arrow showing new way to represent customer effort score.
    CX Analytics and Metrics

    Out with average handle time and in with customer effort score

    Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?

  12. row of tape measures in various colors and sizes
    CX Analytics and Metrics

    New digital transformation metrics and CX success KPIs

    Digital transformation requires a whole new set of KPIs to track success. Discover which metrics are right for you.

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