Totango

FEBRUARY 19, 2020

We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. Read more about it in our Knowledge Base article. This is particularly helpful as you ensure your team has their focused account set with very little administrative effort.

Metrics 71

Metrics Best practices Accountability Technology 71

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Call Experts

APRIL 14, 2022

The ASA metric is measured in seconds, and it’s calculated as the average time calls spend waiting in the queue before they are answered. The ASA is a powerful metric to improve your customer experience and make sure your customers are happy. There are many contact center metrics that you can use to measure agent performance.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

Fonolo

APRIL 19, 2022

Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

Call Center 81

Call Center Management Abandon rate Contact Center 81

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. In the SaaS industry, this usually concentrates on the digital user experience, such as offering the best business phone service or service desk management. How is customer success different from customer service?

SaaS 52

SaaS Metrics Customer retention Surveys 52

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

APRIL 19, 2022

Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

Call Center 67

Call Center Management Abandon rate Contact Center 67

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Daily best practices for Support Managers. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Legal advisors.

Management 86

Management Journey mapping Best practices Metrics 86

Totango

MAY 17, 2021

Systematically tracking these KPIs positions you to proactively manage and improve engagement. Here we’ll cover what product engagement is, why you need to manage it, how to measure it and how to automate engagement tracking and management. It can also be considered in terms of account activity. Account growth rates.

Management 62

Management Upselling Metrics Accountability 62

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

Management 86

Management Schedule adherence Coaching Contact Center 86

Nicereply

JANUARY 30, 2020

In the first half of 2019, we introduced a few new Analytics features including open & response rate, brand new dashboard, and updated metric overview. This time we focused on improving your staff management. This article will explain the most important features in each of the new sections. Team Member. Restricted.

Management 94

Management Analytics Accountability Feedback 94

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. Customer Success Isn't Just a Feed Good Name for Account Management by guest writer Brooke Goodbary. 10 Must-Read Articles for Junior Customer Success Managers. We've got just what you need.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. The trick to successful metrics selection is to connect the dots between cause-and-effect.

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Operations Manager and Brand Evangelist. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Telemarketing Account Manager vs. Operations Manager Roles and Responsibilities.

Contact Center 60

Contact Center Telemarketing Management outsourcing 60

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

ClearAction

JANUARY 8, 2024

Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate? Account Teams ) Ideal Customer Profiles (ICPs) should match purchasing power with operational cost to serve. to reach them.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. Milestone Messaging as a Customer Success Manager Automation Strategy.

Management 107

Management Best practices Upselling Accountability 107

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

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. What Is Time Management? Time management is the process of planning how to divide your time among activities. In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience.

Time management 56

Time management Contact Center Management Schedule adherence 56

ChurnZero

DECEMBER 28, 2021

A quick search of “y2k aesthetic” will litter your browser with articles on how to actually wear y2k fashion the right way. Top 10 Articles from 2021. Too heavy of a focus on either metric has serious consequences for your business. Too heavy of a focus on either metric has serious consequences for your business.

Finance 52

Finance SaaS Accountability Metrics 52

Fonolo

AUGUST 22, 2019

What metrics should you measure, though? While the phone channel is often argued to be in decline as a result of improved self-service options, a survey from Northridge found that the phone remains the channel of choice for payment-related concerns, resolving issues, and account changes. Workforce Management Tips and Tricks.

Metrics 87

Metrics Contact Center Self service Call Center 87

Mindtouch

JANUARY 23, 2020

To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. TALK TO YOUR CUSTOMER SUCCESS MANAGER.

Metrics 62

Metrics B2C B2B Self service 62

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

SmartKarrot

APRIL 13, 2023

In today’s economic environment, effective account management is essential for building and maintaining strong client relationships and achieving growth. From podcasts and webinars to blogs and social media posts, these influencers are using a range of channels to help other account managers learn, grow, and succeed.

Accountability 11

Accountability Management Consulting Consulting 11

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

Call Center 62

Call Center Management outsourcing Coaching 62

Beyond Philosophy

JUNE 11, 2021

I was inspired by Frederick Reichheld’s article, “Firing a Bad Customer in 2021.” We also discovered that when they were squeaking, we would add resources to manage their accounts. Holding Customers Accountable. This example demonstrates one of the non-financial metrics: geniality.

Airlines 248

Airlines Accountability Banking Telecommunications 248

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Given the current state of technology, your strategic goals must now go beyond improving metrics. It’s that time of year again.

Customer Experience 240

Customer Experience Airlines Average Handle Time Contact Center 240

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Airlines 267

Airlines Metrics Advertising Sales 267

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Designing and implementing the perfect playbook for managing large-scale clients is crucial to ensuring consistent customer experience and business growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

Totango

OCTOBER 22, 2020

The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios. Aided by this software, your escalation management framework can be vigilant towards these indicators: 1. By tracking customer product usage , you are able to see how different accounts are using your products.

Management 64

Management Morale Enterprise Accountability 64

Totango

JULY 29, 2022

Totango’s Maximize Upsells SuccessBLOC can help you easily and proactively identify and close these important customer expansion opportunities and efficiently manage the upsell process. Some of the metrics tracked in this Scorecard include: Accounts with 95%+ license utilization. Accounts with 95%+ licenses consumed.

Upselling 113

Upselling Enterprise Accountability Metrics 113

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52