CSM Magazine

APRIL 29, 2024

With the vast amount of data generated on social media platforms every second, harnessing this information effectively can be challenging. Through the use of advanced data collection techniques and APIs, BI platforms continuously gather data from various social media channels such as Twitter, Facebook, Instagram, LinkedIn, and more.

52

52

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

TeamSupport

JULY 31, 2023

Integrate Your Customer Support Software Platforms By combining your customer support software systems into one, easy-to-use platform , you provide your company with the ability to generate insights and predictions in real time that can boost your performance exponentially.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

Totango

SEPTEMBER 22, 2023

“Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers. And, that growth comes from consistently and quickly delivering customer value.

Enterprise 113

Enterprise Education Best practices Customer retention 113

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Their software is easy to use, easy to implement, and able to be integrated with our own platforms.

Call Center 106

Call Center Management Wait times Contact Center 106

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

FEBRUARY 27, 2024

First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call. Customer Satisfaction (CSAT) : CSAT scores measure how satisfied customers are with the service they received. It provides insight into the overall customer relationship and satisfaction.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Summarization: With generative AI getting more recognition, having this is almost a must on any platform. Data Security: Does it practice robust security measures to protect sensitive information?

Feedback 157

Feedback Analytics Multichannel Surveys 157

VirtualPBX

FEBRUARY 23, 2024

While POTS lines are still available, the absence of stringent regulations necessitates proactive measures to ensure a smooth transition for businesses. Implement Redundancy Measures: As you transition to alternative communication solutions, consider implementing redundancy measures to minimize the risk of service disruptions.

Telecommunications 98

Telecommunications Government Technology Consulting 98

CSM Magazine

MARCH 1, 2024

Here’s where technology steps in, transforming the way platforms interact with their users. The advent of AI-driven support systems has not only expedited response times but also brought a wealth of user data to the fingertips of cryptocurrency exchange platforms.

Finance 52

Finance Big data Feedback Technology 52

Provana

AUGUST 4, 2022

“Call quality” is increasingly becoming an essential criterion to measure the repeatable, sustainable, and compliant performance of any collection business. This explains why most collection agencies use speech analytics platforms to test, flag, and evaluate their calls.

Analytics 98

Analytics Coaching 98

Comm100

OCTOBER 24, 2023

The Necessity of Multi-Layered Support During peak periods or major events, such as the return of the NFL, gaming platforms experience unprecedented traffic. Such platforms offer bots tailored to the unique demands of gamers, ensuring optimal player experience and delivering personalized communication. They need platforms like Comm100.

Chatbots 92

Chatbots APIs Personalization Technology 92

BlueOcean

OCTOBER 23, 2023

Detail roles and responsibilities, policies, and measurements. Outline your attraction and recruitment strategies, processes, and success measurements, including results for hiring for the past 12 months. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Nicereply

NOVEMBER 27, 2023

This article aims to be your definitive guide on CSAT—what it is, why it’s indispensable, and how to measure and improve it in your organization. The Customer Satisfaction Score, often called CSAT, is a crucial tool for measuring how happy customers are with a product, service, or their experience with a company.

Metrics 59

Metrics Surveys Analytics Feedback 59

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction. This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Therefore, tools and methods used to measure customer satisfaction should be defined carefully, and we are here to help. Why Should You Measure Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

JustCall

OCTOBER 22, 2023

Hence, each company must establish a customized strategy for performance tracking and measurement. Challenges in Tracking and Measuring Contact Center Performance Tracking all relevant contact center statistics is easier said than done. However, it is essential to ensure high profitability and productivity.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

CSM Magazine

FEBRUARY 13, 2024

This comprehensive platform not only provides a wide variety of sports and events to place bets on but also ensures that users can enjoy an engaging and dynamic betting experience anytime, anywhere. Security at this platform extends beyond the basic protection of user data and financial transactions.

Marketing 52

Marketing Banking Accountability Technology 52

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. How Is SaaS User Engagement Measured? Automate engagement with a CS platform.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

24-7 InTouch

SEPTEMBER 13, 2023

The internet and social media platforms have revolutionized the way we communicate and interact with one another. While these digital platforms have brought numerous benefits, they have also given rise to a darker side of online behavior like cyberbullying, hate speech, and toxic behavior.

Government 59

Government Accountability Technology 59

JivoChat

JUNE 21, 2023

With each passing second, more people are joining social media platforms, resulting in over 50% of the population being active users, as per Social Pilot. Your goals should be specific, measurable, achievable, relevant, and time-bound (SMART). Adding a particular amount of new social media followers each month.

Analytics 75

Analytics Accountability Personalization Metrics 75

JivoChat

JUNE 12, 2023

Setting up a social media strategy can be very helpful to make the most of what platforms like Facebook, Instagram, LinkedIn, and Twitter have to offer. Social media platforms are accessed by millions of people every day around the world, you can find potential customers in them. What Is Social Media Marketing?

Marketing 75

Marketing Advertising Analytics Metrics 75

NobelBiz

MARCH 12, 2024

Enables quick service on the platform of their choice. Streamlining Communication Across Platforms: By breaking down data silos and integrating information from various channels, Unified CXM enables seamless communication across platforms.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service.

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

Totango

SEPTEMBER 6, 2022

Identification of new objectives, strategies, and KPIs to measure success. Providing opportunities to refine KPIs for measuring success. Digital customer success platforms enable you to track performance throughout your customers’ lifecycle and engage them at any point in their journey.

SaaS 105

SaaS Technical Support Benchmark Accountability 105

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. By embracing digital first, you’re scaling your journey and your platform. Want to try it for yourself?

Enterprise 91

Enterprise Technology Personalization Customer Experience 91

Solvvy

JULY 13, 2022

Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs. And measuring customer satisfaction is the tip of the iceberg. Compare the performance of different workflows, and measure how well rescue programs are performing over time.

Surveys 109

Surveys Feedback Analytics Engineering 109

Totango

SEPTEMBER 23, 2021

We’ll discuss how to measure CSAT within the context of your customer lifecycle. As a KPI, CSAT measures customer satisfaction by inviting customers to respond to a question such as, “How would you rate your overall satisfaction with the [product or service] you received?” CSAT Versus NPS. What Are the Benefits of CSAT?

Surveys 98

Surveys Metrics Benchmark Wait times 98

Nicereply

OCTOBER 3, 2023

Measuring customer satisfaction is more than just a metric — it provides insights, drives improvements, and can cascade positive effects on nearly every facet of a business. Table of Contents Why it is crucial to measure customer satisfaction? Satisfied customers tend to purchase more, return more often, and bring in more revenue.

Surveys 52

Surveys Customer centricity Analytics Feedback 52

TeamSupport

DECEMBER 8, 2023

Integration Capabilities Efficient customer support often relies on seamless integration with other tools and platforms your team uses daily, such as Jira and Salesforce. Look for software that easily integrates with your CRM system, marketing tools, analytics platforms, and any other relevant applications.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Spearline

JANUARY 25, 2022

Replicate your customers’ experience when they call your organization The self-serve, cloud-based Spearline platform proactively monitors critical business telecommunication services and gives you the peace of mind that your numbers are performing as they should be. The test allows you to proactively measure and benchmark any delay.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

Vistio

FEBRUARY 20, 2024

AI-powered training platforms like ServiceSim provide an innovative solution by simulating numerous interactions, empowering sales reps to develop a broader skillset and refine their techniques for a diverse range of potential buyers, including the angry, difficult, or those who require in-depth explanation.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52