BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. What’s your maximum class training size for in-person training? and outline your approach to new hire training.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?” But what if it isn’t true?

Management 98

Management Call Center Metrics Entertainment 98

Comm100

SEPTEMBER 28, 2021

This has allowed agents to maintain individual personality in their responses while reducing the need to send repetitive messages to common queries. Canned messages were also highlighted for their ability to keep agents on-message, while Comm100’s reporting capability allows for agent monitoring and real-time metrics.

Customer Service 89

Customer Service Chatbots Banking B2C 89

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2018) Industry leaders reported that they improved their customer satisfaction KPI metric target by 47.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

AWS Machine Learning

MAY 24, 2023

Data suggests high-risk and suspected fraudulent mortgage activity is on the rise, noting a 52% increase in suspected fraudulent mortgage applications since 2013. After you deploy your model, you may evaluate its performance scores and metrics based on the prediction explanations.

APIs 70

APIs Metrics Management Personalization 70

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. EXPERT SESSION – Agent Retention is Not An Accident.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

SharpenCX

APRIL 21, 2020

How do you create goals and job descriptions that foster the behavior you want from each person? More than ever before, team KPIs and individual metrics play a vital role. Use adjusted metrics to guide your employees to know the goals they’re expected to hit. employees don’t know what’s expected of them at work.

Best practices 76

Best practices Management Coaching Metrics 76

CX Journey

SEPTEMBER 19, 2014

According to Wikipedia, it means an unwelcome person. I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation. Have you thought about this question: "In your company, are customers persona non grata?" An outcome.

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Because of this, many invest in their relationships with existing clients by focusing on creating a highly personalized customer experience. Media companies may not personalize their services for each client.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. When we released the book, The Effortless Experience, in 2013, we unveiled a new version of the score which we called “CES 2.0.”

Surveys 68

Surveys Coaching Customer effort Metrics 68

Natalie Petouhof

SEPTEMBER 1, 2016

These include brands like Domino’s Pizza [i] , the Red Cross [ii] , McDonald’s [iii] , and Cisco and extends to people’s personal brands such as comedian Gilbert Gottfried [iv] and hockey player Tyler Sequin. [v]. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Social media metrics.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. So those are the metrics that I would look into when I’m looking at churn. The right metrics, the right processes, and also asking questions is crucial.

Management 52

Management Upselling Accountability Metrics 52

Nicereply

DECEMBER 22, 2020

US consumers spent three trillion US dollars in the retail industry over the 2013 holiday season, and online retail sales are predicted to rise 21% higher in 2018 compared to 2017. For example, personalize their order with an unexpected handwritten note, or offer free delivery or a surprise product discount. Benchmark metrics.

Wait times 59

Wait times Consulting Consulting Morale 59

Voxjar

JUNE 8, 2021

Founded in 2013. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories. Orecx smoothly with customers of all sizes, from small 5 person sales teams to 10,000+ seat contact centers. Based in Austin Texas.

Call Center 51

Call Center Analytics Enterprise Sales 51

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Contact Center Geek

JANUARY 14, 2016

For a few-hundred dollars, the Temkin Group will send you their 2013 research findings. One way of ascertaining customer effort is to conduct a survey and ask, "How much effort did you personally have to put forth to resolve your issue?". I'm not suggesting companies abandon NPS. But is FCR what we should be striving for?

Contact Center 48

Contact Center Management Call Center contact center associations 48

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Comm100

APRIL 8, 2016

“A brand for a company is like a reputation for a person. Metric assessment protocol. For example, in 2013 Amazon released a video-based support feature on the Kindle Fire HD called Mayday Customers were suddenly able to speak to customer service representatives via live chat instantly to help them with their issues.

Customer Service 42

Customer Service Advertising Call Center Scripts 42

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Tracking of Customer Experience Metrics Now Required. Five Common Customer Experience Metrics. Let’s look at the customer experience metrics that measure loyalty first.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

SmartKarrot

MAY 14, 2020

2010: SaaS, 2013: Customer Success . Companies became more qualified in the field of retaining customers and started using metrics like retention rates or upsell quotas and maintaining customer success renewal playbook. Hence, the Customer Success as a business process was introduced somewhere around 2013 by the early adopters.

SaaS 10

SaaS Upselling Customer retention CRM 10

AWS Machine Learning

MARCH 15, 2024

To mitigate these risks, the FL model uses personalized training algorithms and effective masking and parameterization before sharing information with the training coordinator. He entered the big data space in 2013 and continues to explore that area. He also holds an MBA from Colorado State University.

Healthcare 108

Healthcare Big data Engineering Accountability 108

Interaction Metrics

JUNE 6, 2023

In contrast, compassion is the motivation to help another when presented with their problems without feeling the other person’s pain. For the person empathizing, it’s tiring. Within the context of personal relationships, empathy is healthy. We can only empathize with one person at a time. Epub 2013 Apr 10.

Airlines 62

Airlines Personalization Customer Service Customer Experience 62

AWS Machine Learning

NOVEMBER 22, 2023

If you’re new to re:Invent, you can attend sessions of the following types: Keynotes – Join in person or virtually and learn about all the exciting announcements. With generative AI, it is possible to hyper-personalize targeted recommendations for shopping and streaming. Reserve your seat now! or “Because you watched.”

Engineering 113

Engineering Best practices APIs Government 113

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. Often, entrepreneur ideas are born out of personal stories and anecdotes. Aircall’s Startup Journey.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Babelforce

SEPTEMBER 3, 2020

Key metrics for inbound call centers Three skills the best call centers have Your free guide to contact center automation. Key metrics for inbound call centers. Metrics for inbound call centers generally focus on the cost to the business. Quality metrics and customer satisfaction metrics are also very important!

Call Center 52

Call Center Abandon rate APIs Interactive Voice Response 52

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. If you find any prominent influencers missing, kindly nominate them in the comments below. Jay Nathan. Kristen Hayer.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Erika is a person who heavily uses and encourages the use of processes and systems. She is the co-founder of ePesos, which required her to build the Customer Success team from scratch.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. This was back in 2013. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. This was back in 2013. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52

aircall

MARCH 19, 2021

Identity data or personal data is the foundation of a customer profile and helps companies identify each of their customers. Qualitative data goes one step further, helping you understand the personality of your customers and the why behind every action, interaction, and reaction. It also gives you insight into how to improve.

Sales 62

Sales CRM Marketing Best practices 62

Amity

OCTOBER 31, 2016

How did you personally get started in Customer Success? More personally, we work hard to ensure that the Customer Success team itself is a fun team to work on. Around 2013, we started to shift our focus. What metrics do you watch closely? Honestly, I kind of stumbled into the role! And that’s really important.

Coaching 0

Coaching Engineering Upselling Marketing 0

Real Blue Sky

APRIL 6, 2022

The pandemic caused a blending of personal and professional lives which resulted in a shift in the way employees looked at work and their employers. clear goals and metrics. Airbnb took this to heart when they hired Mark Levy as the Global Head of Employee Experience in 2013. competitive pay and benefits. employee recognition.

Airlines 52

Airlines Morale Customer centricity Customer Experience 52

C3Centricity

JULY 16, 2018

I’m offering a personal 50% discount code to spend in store for everyone who publishes their score here in July 2018. Understanding the shopper, who is not always the person who uses or consumes your product, is also essential information you need to have at your fingertips for this section.

Advertising 48

Advertising Customer centricity Marketing Metrics 48

CrazyCall

APRIL 9, 2019

Personal website. Personal website. Personal website. After Xerox she’s worked with new companies, new markets and new products, but that first experience played a huge factor in her personal success. If the sales process does get stalled out, the only person who loses is you. ”. Personal website.

Sales 133

Sales Consulting Consulting Coaching 133

Customer Guru

JANUARY 3, 2018

In 2013, Sequoia joined us as an investment partner and in 2015, India Value Fund, which is now called TrueNorth invested in us. Our entire focus at Cloudnine was to personalize our customer’s experience. In the case of a negative response, there is a complete mechanism that is triggered to find out why this person is feeling so.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Pointillist

AUGUST 18, 2021

And 41% of CX teams said that the top barrier to quantifying CX ROI is that CX metrics like NPS and CSAT are difficult to translate into revenue and costs. The metrics are really outcomes. And so we find that the correlation of those metrics is part of the story. We don’t need to create new metrics here, right?

Education 40

Education Metrics Marketing Journey mapping 40