Talkdesk

AUGUST 25, 2016

When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. So the question becomes: Can traditional call center metrics zero in on how to meet customer expectations? How do these unquantifiable experiences fit together with traditional metrics? The solution?

Metrics 41

Metrics call center software Abandon rate Call Center 41

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. Investments in customer service can boost brand loyalty and revenue growth. Is it worth it?

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

ProProfs Blog

JUNE 11, 2020

Leicester City proved that the model still works by winning the English Premier League in 2015/16. Once you have formed a hypothesis based on the responses from the qualitative research, quantitative data will give you the metrics to confirm the extent/reach of each challenge and opportunity. When to Collect Quantitative Data?

Surveys 97

Surveys Metrics Feedback Marketing 97

Lumoa

NOVEMBER 29, 2021

As a business leader, you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability. There is a lot of research and studies about the relationship between financial metrics and customer experience metrics. I will first outline what is generally known. Not necessarily.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. The metric measures sentiment towards your product, service or a specific interaction. It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. CSAT is often measured by completing customer satisfaction surveys. CSAT vs. CES.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Tethr

JUNE 12, 2020

The Tethr Effort Index (TEI) is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances. Tethr entered a partnership with the original Effortless Experience research team at CEB ( now Gartner ) in 2015.

Coaching 65

Coaching Surveys Call Center Metrics 65

Fonolo

MARCH 22, 2022

In the call center, it can be even more difficult due to the repetitive nature of the job (answering an endless stream of phone calls) and the metrics-based approach used in performance tracking. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Toister Performance Solutions

JANUARY 20, 2022

This means more than just collecting and presenting survey results or fixing problems. The second edition, Chief Customer Officer 2.0 , was released in 2015. Do clear metrics exist for measuring progress? Their role was limited to collecting and presenting survey data. Does a CCO need to have functional responsibility?

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals. 18% say they outsource some operations.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Global Response

OCTOBER 2, 2023

LET’S CONNECT You might think of Chipotle, with their food safety and E.coli outbreaks back in 2015-2018, or the backlash that United Airlines faced after a video of a passenger being forcibly escorted off a plane due to overbooking went viral online.

Call Center 62

Call Center Management Airlines outsourcing 62

Lumoa

JULY 10, 2018

As a business leader you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability. There are lot of research and studies about the relationship between financial metrics and customer experience metrics. I will first outline what is generally known. Not necessarily.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

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

Connecting the Dots

DECEMBER 1, 2021

To help, they introduce the “earned growth (EG) metric.” As such, the EG metric does not really address some of the most severe barriers to practical application of NPS scores. Our surveys of B2B put the percentage as high as ninety percent, especially for small and medium businesses. Harper Collins, 2015. [3]

B2C 62

B2C Advertising B2B Metrics 62

Kayako

OCTOBER 29, 2015

Slowly coming back home: 2010 – 2015. This coincided with the rise of websites like odesk.com and elance.com (before their merger to upwork.com in 2015) specialising in virtual freelance work. 2015 – onwards. The tools and metrics aren’t aligned. Then the boom of US-based virtual assistants happened.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. In our survey, 46.7% Figure 7: Satisfaction Metrics by Working Location The trick isn’t to go fully in-person: hybrid workers were the happiest of the bunch. Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. Corporate leaders may know 10-15% (the percentage of customers who fill out a survey) of customers’ paint points. Grant Cardone.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

Real estate 74

Real estate Surveys CRM Feedback 74

Eptica

JUNE 11, 2020

No wonder that the UK Customer Satisfaction Index, released in January by the Institute of Customer Service , found that customer satisfaction is at its lowest level since July 2015. This drop in performance has a clear impact on loyalty and profitability and this could be costing UK brands £33 billion a year.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Comm100

NOVEMBER 29, 2021

Set up a p re-chat survey : Before connecting with an agent, set up a short pre-chat survey to understand what your customer’s issue is and streamline the conversation. These surveys can also help to focus the customer and give them time to clarify their query. Note: This blog post was originally published in July 2015.

Best practices 79

Best practices Average Handle Time Surveys Banking 79

Eptica

FEBRUARY 5, 2020

The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index. This is the longest period of decline in the report’s history, with even the top five brands surveyed seeing a drop in performance.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

Taylor Reach Group

JULY 6, 2018

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. 67% of organizations see access to real-time or near real-time metrics as a very important capability. This leaves just 40.9%

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. Call center volumes have dropped by 71% since 2015. Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Those decisions then funnel up to impact key metrics like retention and customer value over time. After all, they only talk to a small fraction of your customers.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

inmoment

MAY 14, 2020

Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare. Question #4: Are You Measuring the Right Key Metric(s)? Arriving at your key metrics will take time though.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Balto

OCTOBER 31, 2022

Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys. CSAT Surveys. But knowledge retention isn’t the only metric worth looking at. How satisfied are they with their job?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Zoom International

NOVEMBER 7, 2018

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. This is where ZOOM's NPS® customer satisfaction surveys step in and help take your organization a step further.

Contact Center 40

Contact Center Banking Surveys Metrics 40

PeopleMetrics

JUNE 16, 2015

The Survey Says. And only two-thirds are tracking CX as a metric on the company scorecard, alongside financial and operational KPIs. However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys.

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

Talkdesk

SEPTEMBER 2, 2015

We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

JivoChat

JULY 20, 2021

You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers. Major League Baseball, Advanced Media (MLBAM) , used in-app messaging as a content promotion tool by sending personalized messages to fans as soon as teams settled a 2015 playoff series. Use In-Moment Surveys.

Customer retention 52

Customer retention Gamification Education Self service 52

Hero Digital

SEPTEMBER 25, 2018

But achieving that status goes beyond simply running monthly metrics reports and putting bar graphs in pitch decks. A 2018 survey by NewVantage Partners found nearly all executives asked (98.6%) agree that their businesses are actively working to become a data-driven enterprise, yet only 32.4% and The CMO Survey found that only 1.9%

Analytics 46

Analytics outsourcing Enterprise Marketing 46

Natalie Petouhof

FEBRUARY 28, 2016

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions.

Gamification 45

Gamification Management Analytics Metrics 45

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% Dr. John Sullivan wrote a great article about 10 employer branding business impact metrics that you should track. Sadly, many companies still aren't focusing on the employee experience.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Service Agility

NOVEMBER 10, 2017

Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s 0-10 rating on the question “how likely is it that you would recommend our company/product/service to a friend or colleague”?

Surveys 40

Surveys Contact Center Enterprise Metrics 40

Kayako

OCTOBER 23, 2017

For a customer feedback project to begin, get a team’s attention, and close the loop across the business, these are the three areas you must focus on: Assign (or claim) accountability and choose the metrics to track. There’s two steps to this: Choose the right survey and analyze the right metrics.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Toister Performance Solutions

JULY 23, 2019

What the study on toxic employees revealed The survey was conducted by my company, Toister Performance Solutions, in July, 2019. I've discovered that team-oriented metrics are one of three criteria for effective goals. A widespread number of toxic employees are working in customer service jobs—far more than in other professions.

Customer Service 71

Customer Service Coaching Consulting Consulting 71

AWS Machine Learning

SEPTEMBER 29, 2023

Our results reveal that the classification from the KNN model is more accurately representative of the state of the current crop field in 2017 than the ground truth classification data from 2015. However, Landsat 8 lower-resolution imagery could have been used as a bridge between 2015 and 2017. 2641818 non-crop 0.83 2093907 accuracy 0.86

Engineering 110

Engineering Metrics APIs Surveys 110

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. According to Qualtrics XM Institute , while 73% of large companies regularly survey their employees, only 45% of executives seriously consider the feedback they provide.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40