Key Performance Indicators for Customer Engagement PPT

This PPT slide, part of the 97-slide KPI Compilation: 400+ Customer Service KPIs PowerPoint presentation, presents key performance indicators (KPIs) focused on customer engagement, essential for understanding and enhancing customer interactions. It categorizes various metrics that measure the depth and quality of these interactions, which are crucial for building lasting relationships with customers.

The first KPI listed is the Abandon Rate, which indicates the percentage of customers who leave a queue before their call is answered. This metric is vital as it reflects initial customer experience and can highlight inefficiencies in the service process, potentially leading to missed opportunities.

Next is Active Issues, which counts the number of open customer service cases at any given time. This helps in assessing the current workload and identifying trends in customer problems, providing insights into areas that may require attention.

Advocacy Actions measure the number of times customers promote or defend the company, either online or offline. This reflects customer loyalty and satisfaction, indicating the strength of relationships and brand advocacy.

Average Handling Time is another critical metric, representing the average duration of customer service interactions. This provides insights into the operational efficiency and effectiveness of support staff.

Average Resolution Time measures the time taken to resolve customer issues, indicating the efficiency of the problem-solving process and its impact on customer satisfaction.

Churn Rate, the final KPI, highlights customer retention issues and can identify the need for improvements in customer experience. It measures the percentage of customers who stop doing business with the company over a specific period.

Overall, these KPIs serve as a framework for organizations to assess and enhance their customer engagement strategies, ultimately driving better service outcomes and fostering stronger customer relationships.

This slide is part of the KPI Compilation: 400+ Customer Service KPIs PowerPoint presentation.

This collection of Customer Service KPIs is compiled by former McKinsey, BCG, Deloitte, EY, and Capgemini consultants based on best practices in Customer Service Excellence.

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Customer Service KPI Customer Experience Customer Loyalty Customer Satisfaction Key Performance Indicators Customer Retention

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