Contact Centre KPIs: The 15 Essential Metrics for Performance and Customer Experience
Stop drowning your teams in numbers. The 15 indicators that actually make a difference, and what to do with them. Share on Table of contents The 15 essential contact centre KPIs fall into four pillars: accessibility (service level, abandonment rate), efficiency (FCR, AHT, repeat contact rate), quality and customer experience (CSAT, NPS, quality compliance), and […]
The Transformation of Contact Centre Jobs: Towards the Relational Craftsman
AI is reshaping contact centres. Advisers are not disappearing — they are moving into more complex, more human roles. Here is what the data and the ground reality show. Share on Table of contents Contact centres have spent a decade automating. Chatbots, advanced IVR, digital self-service: the goal was clear — reduce the volume of […]
What is the AHT (Average Handling Time) in Customer Service? Understanding, Measuring, and Optimizing it.
From tracking interactions to optimizing processes: mastering every minute Share on Sommaire : You’ve been tracking AHT for years. Perhaps even too much. In contact centers, this historical KPI shapes team organization, scheduling, and outsourcing contracts. But one essential question arises: does AHT still truly reflect your customer service performance? Or has it become a counterproductive obsession? […]
Insurance: Automating without dehumanizing claims management
Automating insurance claims management: how to do it right When journey design makes all the difference Share on Table of contents Automating claims management is achievable, cost-effective, and fully compatible with European regulation — provided you do not focus solely on operational efficiency. Insurers who succeed at this transformation work on three dimensions simultaneously: the […]
Essential Customer Experience Acronyms in 2026
45 CX acronyms decoded for 2026: classic metrics (NPS, CSAT), generative AI, agentic AI. The complete glossary for customer experience professionals. Share on “DToC,” “Agentic AI,” “RAG”… In a meeting last week, these terms were used and you nodded, hoping no one would ask you to explain. You’re not alone. The vocabulary of customer experience […]
Omnichannel Customer Service: Create a Seamless Customer Experience
Omnichannel Customer Service:Create a Seamless Customer Experience Delivering a fluid and consistent experience across all channels has become a major challenge for customer-centric brands. Share Imagine this now-common scenario: a customer contacts you via Instagram in the morning with a product question, continues the conversation via live chat on your website at noon, then finalizes […]
First-Time Customer Service Outsourcing: How to Maintain Control and Performance
Share on Outsourcing customer service for the first time is a major strategic milestone for any organization. This decision often brings both excitement and caution: How can you ensure a high-quality customer experience? How do you maintain strong operational control and performance oversight? How can you be sure your partner truly shares your culture, values, […]
How to Improve Your CSAT: 10 Actionable Levers You Can Activate Today
Share on Your CSAT score is stuck at 65% while your competitors proudly display 80%? You’re not alone. Thousands of companies hit the same ceiling, convinced that boosting customer satisfaction takes months of transformation and a huge budget. The truth? It doesn’t. I’ve helped dozens of teams increase their CSAT by 15 to 20 points […]
What Is CSAT and How Do You Measure It? The Complete Guide
Share on By We live in an era of immediacy and complete transparency A dissatisfied customer no longer keeps frustration to themselves. They share it with thousands of people in a few clicks. Customers now expect quality standards similar to those found in healthcare, where transparent communication and empathy have become the norm. Unlike other […]
E-commerce: Your Loyal Customers Are Worth 14x More (Here’s How to Keep Them)
E-commerce: Your loyal customers are worth 14 times more (here’s how to keep them) Share on Here’s the eye-opening stat every e-commerce leader needs to hear: A truly satisfied customer generates 2.6 times more revenue than one who’s just “content.” And 14 times more than a dissatisfied one. This isn’t linear growth—it’s exponential. In online […]
