aircall

APRIL 10, 2018

Top tracked metrics. The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog. The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Most used channels. Employee development plans.

Surveys 84

Surveys Customer Support Call Center Metrics 84

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. In the modern contact center, these ARE customer experience metrics.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

Fonolo

AUGUST 22, 2019

For example, in 2018, British Gas announced the loss of 340,000 customers and a 20% drop in profits. What metrics should you measure, though? There are a whole number of self-service metrics your utility contact center should be tracking. The customer satisfaction score, or CSAT, is a time-tested metric.

Metrics 87

Metrics Contact Center Self service Call Center 87

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Customer Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®. The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Customer Experience 60

Customer Experience Customer centricity Employee engagement Metrics 60

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. The countdown has begun.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Customer Experience Matters

JULY 17, 2018

It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. consumers about their experiences with companies.

Metrics 49

Metrics Surveys Feedback Customer Experience 49

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

Insite Managed Solutions

JANUARY 26, 2018

Most of our clients are currently focusing on their 2018 priorities and you might be too! We explored 2018 priorities in our previous email. Utilize an Insiter to swiftly take action on identified initiatives to quickly boost metric performance. How have we helped our clients? IMPLEMENTATION.

Best practices 40

Best practices Consulting Consulting Metrics 40

AskNicely

AUGUST 29, 2018

Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric. The post NPS Benchmarks for 2018: How Do You Compare? Adoption of NPS. How are they taking action on feedback to get results?

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Metrics that don’t support these outcomes are losing their power while measures of attitude and interest are rising.

Engineering 74

Engineering Metrics Technology Employee engagement 74

Voiance

SEPTEMBER 26, 2018

With 2018 coming to an end, it's time to evaluate your contact center’s metrics. We know contact centers rely heavily on their key performance indicators (KPIs); that's why o ur language services would be a great addition to your contact center initiatives to improve metric s and meet KPIs.

Contact Center 48

Contact Center Metrics Average Handle Time First call resolution 48

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

CrazyCall

SEPTEMBER 4, 2018

million in total revenue in Q1 2018. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing. Must-read: What Core Metric Should Your VP of Sales Be Responsible For? It Really Matters What You Pick.

Sales 129

Sales SaaS CRM B2B 129

Aspect

MARCH 21, 2018

So if you’re struggling to figure out why your customers seem so frustrated, maybe you need to look up from the metrics and KPIs for a minute and simply ask them. To learn more about how you can keep your customers smiling in 2018, click here. Your customers know best. In fact, success is right on the horizon.

Contact Center 78

Contact Center contact center solutions Interactive Voice Response Coaching 78

Customer Experience Matters

JULY 2, 2018

It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Effort Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. consumers about their experiences with companies.

Metrics 45

Metrics Surveys Feedback Customer Experience 45

Cyara

APRIL 16, 2018

Our Xchange 2018 conference was a momentous occasion for us as a company, as well as for me personally. Xchange 2018 was also a great opportunity for us to hear from several industry thought leaders.

Personalization 52

Personalization Metrics Contact Center Call Center 52

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. The post C3 2018 Day 1 Recap appeared first on Clarabridge. Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

Spearline

JANUARY 23, 2018

After an amazing 2017 we’re very excited for what’s to come in 2018, so we want to share with you, a little preview of the new product releases being launched in 2018. But that’s not all… 2018 is going to be The Year of Data Analysis! ” How about full endpoint documentation for all our products.

Benchmark 40

Benchmark Call flow APIs Big data 40

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, is your company metrics-focused or experience-focused ?

Metrics 35

Metrics Benchmark Surveys Customer retention 35

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) I'm sure you can think of others.

Employee engagement 37

Employee engagement Metrics Customer Experience Customer Service 37

Taylor Reach Group

MAY 24, 2018

With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6, Toronto, ON. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. and Now What?’

Contact Center 48

Contact Center Healthcare Call Center Best practices 48

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 It may be that a reduced incident rate will be more important than a reduced average length of a phone call, so adjust your metrics as necessary. The post Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center appeared first on.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Customer Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

B2C 48

B2C B2B Customer Experience Best practices 48

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, is your company metrics-focused or experience-focused ?

Metrics 32

Metrics Benchmark Surveys Customer retention 32

ChurnZero

DECEMBER 28, 2018

We even got a shout out from HubSpot as a top blog you should be reading in 2018. Customer Success Metrics that Matter. Everyone wants to know about which metrics really matter in their industry. The post 2018 in Review: ChurnZero’s Top 10 Blog Posts of the Year appeared first on ChurnZero.

Best practices 49

Best practices Metrics SaaS Sales 49

Customer Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Customer Experience 61

Customer Experience Benchmark Metrics 61

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Self-Service for Timeless Customer Support .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. They worked with Sharpen’s Data Science Team to focus on metrics agents could actually impact, like Active Contact Resolution instead of First Call Resolution. . Now, agent bonus structures factor in ACR.

Analytics 128

Analytics Coaching Contact Center Metrics 128