ProProfs Blog

JUNE 21, 2019

eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

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. The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. good) and 5 was high effort (i.e.,

Surveys 68

Surveys Coaching Customer effort Metrics 68

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

SharpenCX

APRIL 21, 2020

In fact, a recent survey found that 77% of workers report they are more productive when working remotely. 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. Working from home can allow for greater productivity.

Best practices 76

Best practices Management Coaching Metrics 76

Nicereply

MARCH 14, 2023

It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. No amount of coaching, training, or quarterly feedback surveys will prevent it. But what if it isn’t true?

Management 98

Management Call Center Metrics Entertainment 98

NICE inContact

OCTOBER 10, 2018

Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help lead to continual improvement. It is tempting to wait to establish a metrics set until changes have already started happening.

Contact Center 48

Contact Center Metrics SaaS Customer effort 48

CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Taylor Reach Group

JULY 6, 2018

million complaints logged in 2013. (NY Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. of those surveyed operate in a cloud Contact Center, this only tells half of the story. million complaints about robocalls in 2017, more than double the 2.18 While only 21.0%

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. (Acquia, 2019) 78.5% over the last two years, 2.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

FEBRUARY 21, 2018

Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. Quality management software, including call recording and call monitoring tools, provide a way to manage, track and report quality metrics…”. and the Office of the Mayor of Taipei. branch of a German consumer products manufacturer.

call center software 210

call center software Call Center Contact Center Analytics 210

ijgolding

JUNE 14, 2016

The ‘frustrators’ for driving a genuine customer centric approach were as follows: Organisations being focused on things other than the customer – short term revenue; sales; restructures; cost cutting (at all costs); wrong metrics in performance management 29%.

Customer centricity 56

Customer centricity Customer Experience Education Metrics 56

Voxjar

JUNE 8, 2021

Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. 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. Based in Austin Texas.

Call Center 51

Call Center Analytics Enterprise Sales 51

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

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. According to a survey conducted by the Concerto Marketing Group, 83% of customers will recommend your brand to others if they trust you. Establish Clear Performance Metrics .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

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

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. These surveys were reported once a year in a board meeting, considered briefly, then largely forgotten until the next time.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Comm100

APRIL 8, 2016

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. This pertains to all aspects of your business, especially customer service.

Customer Service 43

Customer Service Advertising Call Center Scripts 43

SmartKarrot

MAY 13, 2020

User Engagement refers to a set of metrics that can track how many users are actually interacting with your Mobile App or SaaS Platform and to what extent. Each of these solutions was providing a bunch of measures or metrics, without helping put them together into a consolidated and meaningful engagement score.

SaaS 10

SaaS Upselling Analytics Metrics 10

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

AUGUST 4, 2020

In 2013, a report by Walker indicated that customer experience will overtake product and price as the key differentiators for brands by 2020. The Executive Guide to Improving 6 Call Center Metrics. Ask them with a survey. Businesses care about customer perception because it directly impacts their bottom-line. They were right.

Advertising 120

Advertising Call Center Airlines Metrics 120

ClearAction

AUGUST 2, 2016

Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. 2) VoC Collectors — focusing on listening-post selection, which questions to ask, and which metrics to use. Using B2B VoC to Transform Customer Experience Lynn Hunsaker.

B2B 54

B2B Customer Experience Customer centricity Surveys 54

aircall

MARCH 19, 2021

In 2013, Adobe had reported that people were able to hack their system. 52% of surveyed sales leaders around the world say that they are losing revenue because of the shortcomings of their CRM system, such as its inaccessibility to all parts of the organization and inability to predict churn.

Sales 62

Sales CRM Marketing Best practices 62

Amity

OCTOBER 31, 2016

Around 2013, we started to shift our focus. What metrics do you watch closely? The metrics we watch are continuously evolving as a result of the unique nature of our customers, but overall we do tend to watch a lot of metrics. While the depth of the usage isn't incredibly important to us (i.e.

Coaching 0

Coaching Engineering Upselling Marketing 0

Tethr

MARCH 26, 2019

And many pushed back on the suggestion that they use a metric like our newly invented Customer Effort Score (CES) over traditional measures like CSAT or NPS. The Customer Effort Score is today considered one of the three major CX metrics (along with NPS and CSAT) that organizations track. In many ways, it seems appropriate.

Customer effort 48

Customer effort Wireless Airlines Banking 48

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. The second point from the survey revealed that quantifying the ROI of customer experience is still one of the toughest challenges for CX leaders. The metrics are really outcomes.

Education 40

Education Metrics Marketing Journey mapping 40

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Take part in a brief survey. It’ll only take a minute.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Customer Guru

DECEMBER 13, 2017

Source: Oracle Global CX Study, 2013. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Setting up customer experience measurement metric such as NPS is as critical as having a system to measure and track an organization’s revenue.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

SmartKarrot

MAY 11, 2021

Use data and metrics available to make the best of customer information. Some metrics that can help track this include-. As per the WEF survey hypergrowth companies need to scale their businesses. As per the WEF survey hypergrowth companies need to scale their businesses. Scalable Business Systems.

Customer centricity 10

Customer centricity SaaS Upselling Metrics 10

C Space

MAY 18, 2020

According to new survey data from McKinsey & Co , 20% of shoppers have left their primary grocery store in favor of another during the crisis, and 37% of those who’ve made the switch expect to remain loyal to the new retailer after the crisis ends. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

Entertainment 52

Entertainment Advertising APIs Calibration 52

TechSee

DECEMBER 5, 2017

We have also seen an uplift in almost all of our success metrics along the customer journey.”. Founded in 2015 and based in the US and Moldova, Retently helps businesses understand and interact with their customers using Net Promoter Score® (NPS®), a customer satisfaction metric and an alternative to traditional loyalty surveys.

Contact Center 116

Contact Center Technology Self service Call Center 116