Integrity Solutions

JANUARY 18, 2021

Now that 2020 is in the rear view mirror, most of us are ready to bid good riddance to an incredibly tumultuous year and do our best to forget it. But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020.

Sales 124

Sales Coaching B2B Metrics 124

Fonolo

MARCH 4, 2020

Eventually, ADP called on him to join their ranks, and within one year they promoted him to manage the National segment, a responsibility he did not take lightly. Handpicked content for you: Top Customer Service Conferences in 2020. The Tools of the Trade: Technology and Metrics. That metric is designed for efficiency.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” How we understand our agents often comes from our KPIs and their metrics. WINNER 2020 ICMI WORKFORCE PLANNER OF THE YEAR.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

ChurnZero

OCTOBER 30, 2020

No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. A more subtle chart is how much of a difference in value companies have based on their net retention – net retention being a proxy metric for Customer Success.”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Fonolo

FEBRUARY 20, 2020

Eventually, ADP called on him to join their ranks, and within one year they promoted him to manage the National segment, a responsibility he did not take lightly. Handpicked related content: 25+ Top Customer Service Conferences 2020. The Tools of the Trade: Technology and Metrics. That metric is designed for efficiency.

Customer Service 67

Customer Service Metrics Call Center Banking 67

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Now is the right time to advance your organizational and individual CX competencies. Learn More.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

ChurnZero

JUNE 12, 2020

What Processes and Metrics does Customer Success Operations Build? One of Customer Success Operations main responsibilities is building repeatable processes for: Customer Success Operations also sets performance metrics for these processes to measure their effectiveness and guide their continual improvement.

SaaS 80

SaaS Metrics Customer retention Analytics 80