NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Find the right balance for your customers to deliver helpful feedback. The best way to encourage quality customer feedback is to make it obvious that you are listening and then doing something about what you hear.

Feedback 55

Feedback Surveys Best practices Contact Center 55

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy? That’s so obvious!”

Feedback 52

Feedback Sales SaaS Marketing 52

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.).

Metrics 52

Metrics Surveys First call resolution Customer effort 52

inmoment

NOVEMBER 26, 2019

InMoment’s Nate Morley was joined by Savannah Harper, director of operations services at Auntie Anne’s, and Nhuy Weidinger, brand marketing manager for McAlister’s Deli, to host a webinar in partnership with FastCasual.com, “Success Starts with Your Guests: Using Guest Feedback Throughout Your Entire Organization.”

Feedback 40

Feedback Finance Revenue potential Marketing 40

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Beyond Philosophy

AUGUST 23, 2017

However, these metrics don’t work for measuring CX growth, at least not directly. To avoid this common metric pitfall, you should choose one that is not only accurate and linked to CX improvement efforts but also on that is actionable and defines the day-to-day work in no uncertain terms. Invest in real-time feedback on your results.

Metrics 331

Metrics Consulting Consulting Finance 331

Beyond Philosophy

SEPTEMBER 6, 2017

Real-time feedback helps relieve the pain of change for your team. To that end, investing in real-time feedback on your efforts helps team members see why the actions you prescribe are significant. After all, as your performance improves, your metrics will, too. Yes, finance, legal, accounts receivable, we are talking about you.

Consulting 302

Consulting Consulting Finance Metrics 302

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Fonolo

JANUARY 17, 2023

The software uses screen pop-ups to offer feedback to agents who can use the recommendations to deliver a better CX and get insight into their own performance. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. Call analytics.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. Just make sure you track their feedback qualitatively (percentages or ratings) so that you can measure customer feedback from one meeting to the next. eBook: Ultimate Guide to Customer Success Metrics. Want to learn more?

Metrics 77

Metrics Feedback Surveys Accountability 77

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Tip: Together with the positive feedback you get from your satisfied customers it paints a clearer picture of your product. Success isn’t based on “we think” or “we feel”.

SaaS 49

SaaS Metrics Customer retention Surveys 49

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict?

Metrics 79

Metrics Accountability Call Center Feedback 79

Playvox

FEBRUARY 27, 2024

Modern WEM solutions for contact centers include support for: Recruitment and onboarding Evaluation and improvement Time management Assistance and task management Metrics and recognition Customer journey analytics A WEM suite includes the core quality management (QM) and workforce management (WFM) modules.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Feedback Surveys Customer Experience 40

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Nicereply

NOVEMBER 21, 2023

This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Fred Reichheld dubbed this metric the “ one number you need to grow. Strong NPS is the backbone of a thriving customer experience.

Surveys 59

Surveys B2B Feedback Education 59

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

Gamification 83

Gamification Journey mapping Feedback Metrics 83

Playvox

FEBRUARY 6, 2024

Thankfully workforce management software helps contact centers minimize compliance risks by automatically managing labor regulations, tracking time off, and other important labor metrics. Set goals, objectives, and metrics on how to infuse customer centricity not only in your contact center but across your entire organization.

Quality management 83

Quality management Customer centricity Management Contact Center 83

ChurnZero

MARCH 14, 2024

Be sure to closely monitor key metrics and feedback from internal teams and customers alike – and be prepared to take an iterative approach if the outcomes aren’t matching your predetermined objectives. Watch our recent webinar, Lessons from a Big A$$ Book Shift, below. Want to know how and why ChurnZero did it?

Best practices 52

Best practices Accountability Management Metrics 52

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Structured feedback.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 64

Best practices Metrics Feedback SaaS 64

Cisco - Contact Center

FEBRUARY 18, 2020

Webex Experience Management (formerly CloudCherry), our new customer experience management solution, is integrated into the Cisco agent desktop providing agents and supervisors with customer sentiment, journey insights, and feedback metrics in real-time. Innovative AI-Powered Self-Service. appeared first on Cisco Blogs.

Contact Center 134

Contact Center Enterprise Self service contact center solutions 134

CSM Magazine

JUNE 20, 2023

Moreover, ROI is a metric used to calculate the financial gain or loss from an investment. Continuously gather feedback through surveys, social media, and customer service interactions. By listening to their feedback, you’ll be able to adapt your marketing strategies to deliver even better customer service.

Marketing 52

Marketing Customer Service Metrics Analytics 52

Playvox

MAY 26, 2021

If contact center’s primary motivation for cross-selling and upselling isn’t to increase revenue, then what metric do they hope to influence? This means they consistently reinforce to CSRs the importance of cross-selling and upselling through ongoing training, coaching, and quality assessment feedback. Realize It’s a Long Game.

Upselling 92

Upselling Education Contact Center Coaching 92

ChurnZero

SEPTEMBER 8, 2022

What process improvements can be made in the way you address customer feedback? Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). What barriers to success are customers facing today? Increase customer satisfaction .

Education 98

Education Benchmark Customer retention Metrics 98

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ClientSuccess

NOVEMBER 2, 2022

Go beyond just conceptualizing this information by tracking detailed metrics and data points to build a holistic picture of customer satisfaction and health. Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product. Are NPS scores taking a dip?

Customer retention 70

Customer retention Upselling SaaS Accountability 70

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Most every CS leader wants to achieve or improve the business outcomes for their team, but the CS Ops person is really the one that drives it.”

Automotive 100

Automotive Journey mapping Self service Sales 100

GetFeedback

NOVEMBER 25, 2019

So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

Benchmark 117

Benchmark Wireless Airlines Banking 117

Fonolo

JANUARY 31, 2018

There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.). That latter challenge is made more difficult because of the sheer quantity of metrics that can be extracted. For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Lumoa

APRIL 18, 2023

NLP has made feedback analytics way more accessible. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was. Enter Natural Language Processing (NLP).

Analytics 83

Analytics Customer Experience Management Surveys 83

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. Voice of Customer. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

teleopti

MARCH 12, 2019

In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. Collaborate for meaningful customer service metrics. Measuring all-round performance should be a continual process. Follow these five steps to re-define new parameters for success: 1.

Metrics 74

Metrics Construction Finance Engineering 74