Beyond Philosophy
AUGUST 15, 2019
The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.
Beyond Philosophy
NOVEMBER 29, 0002
In 2013, to the astonishment of the dining press, Lyall and his crew popped-up with Annie’s BNNY +% Owl Bar, a non-ironic performance-piece riff on Japanese owl-cafes, in which it is possible to sit with an owl, or two, for a bit. It’s not about prurience — the metric is the loss of appetite. Lyall’s Bunyadi. Basically, no.
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Fonolo
NOVEMBER 17, 2020
Bill Quiseng CX Expert, Speaker & Consultant. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. FCR is the Most Important Metric. Call Centers Will Change in 2020.
Taylor Reach Group
APRIL 9, 2020
Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). Just CLICK HERE to schedule a free consultation. What’s the cost to your organization if nearly three quarters of your customers go elsewhere?
Fonolo
JANUARY 11, 2022
Author Mike Desmarais, the founder and CEO of SQM Group, brings his 25+ years of experience in customer service and call center metrics to the pages of First Call Resolution and the rest of SQM Group’s book lineup. Annette Franz is the founder and CEO of CX Journey Inc, a customer experience consulting firm, so she really knows her stuff.
CSM Magazine
NOVEMBER 4, 2022
In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service. According to Gartner, by 2024, organizations providing TX will outperform competitors by 25 percent in satisfaction metrics for both customer and employee experience.
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.
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