Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. However, it was understood that value is not just rational.

B2C 207

B2C Banking B2B Customer advocacy 207

OrecX

JANUARY 20, 2022

Launched in 2005, the solution currently caters to millions of customers in over 190 countries. Provides detailed metrics for calls-per-day, call duration, active calls, the total number of recorded calls, and more ? Real-time dashboard to monitor call metrics ? Agile, scalable ? Feature Highlights. ? Capture and store calls ?

call center software 62

call center software Call Center B2B Call Logging 62

Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Quiq

NOVEMBER 9, 2022

It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). Measuring performance requires pulling metrics from multiple sources, a time-consuming and arduous process. Effective call center strategies are essential to running a contact center. Drive down costs.

Call Center 87

Call Center Chatbots Contact Center Surveys 87

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Topic analysis reveals topics that are most talked about. But that is just the first step.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ClearAction

NOVEMBER 13, 2014

The rise of the MO function was first observed by analyst firm IDC in its annual Tech Marketing Benchmarks study early in 2005, with industry guidance in the form of a detailed analysis and framework for the staffing requirements and responsibilities for this role’s contribution to the marketing organization.

Marketing 62

Marketing Finance Benchmark Government 62