glossary what-are-customer-experience-metrics 
ChurnZero
DECEMBER 9, 2022
However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. On your path to CEO, you made a deliberate choice to put the customer before yourself.
Quality Contact Solutions
DECEMBER 31, 1969
Sales Per Hour (SPH) : This metric is defined as the number of sales made divided by the number of hours and is common for telemarketing companies to use to measure success. Although the SPH is very significant it is just as important to know that it’s not the only metric that matters. Is it succeeding? Is it failing?
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Inbenta
AUGUST 3, 2021
The incoming flow of requests entering companies’ customer services can rapidly become overwhelming without a clear process in place. Implementing an intelligent FAQ system powered by technologies such as AI or NLP can boost search results and thus push customer satisfaction to the next level. What are the limits of traditional FAQs?
Babelforce
NOVEMBER 30, 2022
There’s a lot of terminology to get your head around in call centers and customer experience. That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time. Metrics and measurables. Active waiting calls metric.
delighted
JULY 19, 2019
You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.
NICE inContact
JANUARY 31, 2019
To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . I could take you through a litany of common contact center terms and definitions … but why?
Comm100
AUGUST 21, 2018
The decision to take on chatbot customer service is an exciting one for companies. One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”
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