ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Metrics 83

Metrics Upselling Accountability Enterprise 83

AWS Machine Learning

NOVEMBER 22, 2023

When a customer has a production-ready intelligent document processing (IDP) workload, we often receive requests for a Well-Architected review. The IDP Well-Architected Custom Lens in the Well-Architected Tool contains questions regarding each of the pillars. This post focuses on the Performance Efficiency pillar of the IDP workload.

APIs 91

APIs Metrics Enterprise Benchmark 91

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. Essential CX Metrics for Success 1.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Upselling B2B SaaS 75

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Upselling B2B SaaS 100

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Fonolo

SEPTEMBER 21, 2023

Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. Set your KPIs You can’t change what you don’t measure. The 4 Most Important Call Center Agent Performance Metrics 1.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

ProProfs Blog

DECEMBER 12, 2019

Are you unable to cater to the customers’ needs and their grievances? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers.

Wait times 143

Wait times Metrics Self service Feedback 143

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. Measuring key performance indicators (KPI) should be a standard business practice, ensuring organizations measure progress toward strategic objectives, and identifying strengths and areas for improvement. But what exactly is customer success?

SaaS 52

SaaS Metrics Customer retention Surveys 52

Fonolo

AUGUST 4, 2022

Customers feel satisfied and drive up net promoter scores. You have enough staff to handle peak call volumes every day. You can come pretty close to this scenario—all you have to do is learn how to monitor your call center performance! Which Elements of the Call Center Should You Monitor? Initiative.

Call Center 81

Call Center Abandon rate Contact Center Average Handle Time 81

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! However, it's only effective if you pick the correct supplier. If you're not careful, outsourcing could cause you more problems than it's worth. Be Clear Clarity is crucial.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. If you know what your performance metrics are, you know how well you’re doing. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. What Is a Call Center KPI?

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

ProProfs Blog

DECEMBER 26, 2019

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. But what exactly does a happy customer mean to your brand? And what do you even mean by a happy customer ? However, there are some ways of measuring customer experience that can be more effective than others?

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

Calltools

JULY 26, 2023

Maintaining loyal customers is crucial for business growth and improving brand loyalty. When customers are satisfied, they are more likely to recommend your business to others. That’s why monitoring customer satisfaction is essential for contact centers. Still not convinced of the power of customer satisfaction?

Metrics 52

Metrics Call Center First call resolution Surveys 52

VirtualPBX

APRIL 30, 2021

To reach the highest levels of customer satisfaction and loyalty in your call center, you need to monitor and measure metrics and KPIs designed for your business goals. It’s packed with essential KPIs and metrics that outlines an agent’s day at a glance. Service Level by Day. Service Level by Day.

Metrics 98

Metrics Abandon Call Abandon rate voip 98

Quiq

AUGUST 4, 2022

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a variety of metrics to measure their team’s performance, but which data should you track? We’ve put together the 10 most vital help desk metrics you should track. Ticket volume. Response time.

Metrics 70

Metrics Chatbots Best practices Contact Center 70

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. Look at schedule adherence and schedule compliance metrics.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Expivia

SEPTEMBER 2, 2021

While measuring various call center metrics and KPIs is crucial, how you report them matters. Discover the top 5 call center reporting methods, and follow our best practices to make them successful. After, you have the opportunity to create call center reporting graphs and charts to make the data easier to read and understand.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

JustCall

OCTOBER 19, 2023

About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage. To top it off, tracking calls for remote workers and maintaining quality can add insult to injury.

virtual call center 52

virtual call center Sales call center software Scripts 52

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Is that okay?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. Though remote training does have its downsides, there are a few things you can do to remove some of the roadblocks.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Fonolo

SEPTEMBER 30, 2021

While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. Non-call tasks.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Talkdesk

OCTOBER 16, 2020

Customer experience (CX) has changed immensely over the years and even in the last few months. With the proliferation of digital channels, customers are now looking for a more personalized, timely and efficient service. For many organizations, this includes the deployment of self-service technologies.

Self service 83

Self service Metrics Customer retention Contact Center 83

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience?

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

JustCall

MARCH 13, 2020

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. A customer service that produces maximum customer satisfaction is a service that walks and talks. Or, are you yet to decide?

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96