Totango

MARCH 21, 2023

Finally, delivery happens via varied communication mechanisms such as self-service documentation portals, newsletters, and reviews that come together to make a meaningful impact on both sides of the equation. Be sure to check out our recent blog from Customer Success Festival in Austin, 5 Tips to Supercharge your CS Operations Playbook.

Journey mapping 81

Journey mapping Benchmark Metrics Surveys 81

ClientSuccess

APRIL 18, 2018

For those just joining our blog series CSM from the Trenches , welcome. Let’s move forward with this week’s blog post! While that presentation focused primarily on practical examples tied to the principles, I thought I’d compile additional thoughts in form of a 3-part blog as part of CSM from the Trenches.

Best practices 48

Best practices Accountability SaaS Metrics 48

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. An agile approach to CS management can be broken down into seven steps: Document your client’s requirements. Document Your Client’s Requirements. 7 Steps to Bring Agile Innovation to Customer Success.

Government 97

Government Journey mapping Accountability Benchmark 97

AWS Machine Learning

OCTOBER 5, 2023

We demonstrate this using an Amazon Comprehend custom classification to build a multi-label custom classification model, and provide guidelines on how to prepare the training dataset and tune the model to meet performance metrics such as accuracy, precision, recall, and F1 score. For Input format , choose One document per line.

Benchmark 96

Benchmark Best practices Metrics Government 96

VirtualPBX

FEBRUARY 17, 2022

It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. To sum up, the SLA adds finer detail regarding the services provided and the metrics used to measure their performance. What is an SLA? First things first, what is an SLA? ” Feeling Like An SLA Expert?

Best practices 98

Best practices Service level Wait times Metrics 98

AWS Machine Learning

MARCH 3, 2023

In this blog post, we’ll look at how Amazon SageMaker Canvas delivers faster and more accurate model training times enabling iterative prototyping and experimentation, which in turn speeds up the time it takes to generate better predictions. You can learn more on the SageMaker Canvas product page and the documentation.

Benchmark 76

Benchmark Big data Banking Analytics 76

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. quality, service, etc.).

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Wowdesk Blog

MAY 6, 2020

The manual complaint practice causes a lack of key factors like accountability, on-time resolution, monitoring, and documentation – things that can worsen the whole experience for your guests. The biggest problem today is a lack of complaint documentation. Whenever things go wrong, the blame game starts between staff.

Management 111

Management Accountability Enterprise Analytics 111

AWS Machine Learning

DECEMBER 12, 2022

You can use custom classification to organize documents into categories (classes) that you define. JumpStart also provides other resources like notebooks, blogs, and videos. In this notebook, we demonstrate how to use the custom classifier API to create a document classification model. You can train and tune these models.

APIs 76

APIs Accountability Enterprise Metrics 76

AWS Machine Learning

APRIL 11, 2024

Organizations across industries want to categorize and extract insights from high volumes of documents of different formats. Manually processing these documents to classify and extract information remains expensive, error prone, and difficult to scale. Categorizing documents is an important first step in IDP systems.

APIs 100

APIs Banking Enterprise Engineering 100

SmartKarrot

OCTOBER 10, 2023

In today’s competitive business landscape, retaining key accounts is crucial. Streamlining Quarterly Business Reviews (QBRs) with key accounts through a playbook approach not only strengthens client relationships but also fosters customer success. What are QBRs? But doing QBR right can be tricky.

Accountability 10

Accountability Feedback Metrics Coaching 10

BlueOcean

APRIL 24, 2024

Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. In most, if not all, cases, the contact center RFP should include a robust standalone data security and privacy assessment—a blog topic unto itself.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

AWS Machine Learning

AUGUST 14, 2023

This blog post is co-written with Tuana Çelik from deepset. Enterprise search is a critical component of organizational efficiency through document digitization and knowledge management. The Haystack Indexing Pipeline includes the following high-level steps: Upload a document. Initialize DocumentStore and index documents.

Enterprise 70

Enterprise Scripts Best practices Analytics 70

GetFeedback

OCTOBER 14, 2019

That will allow you to see the correlations of different metrics. . Use quantitative metrics to encourage your company to understand the direct impact that things like customer loyalty and customer experience have on organizational metrics like churn and recurring revenue. Outdated documentation. It makes sense, right? .

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Documentation: Agents maintain accurate records of customer interactions, including issues, resolutions, and customer feedback.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

BlueOcean

APRIL 24, 2024

Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. In most, if not all, cases, the contact center RFP should include a robust standalone data security and privacy assessment—a blog topic unto itself.

Contact Center 62

Contact Center outsourcing Government Customer Care 62

Nicereply

NOVEMBER 16, 2021

This document will give you a comprehensive view of what you can expect from the Front CSAT survey. From that point of view, it is a practical thing that you don’t need to create a new account, copy API keys, or worry about incorrect credentials. One of the most common metrics that support agents measure is Customer Effort Score (CES).

Surveys 111

Surveys Metrics Analytics Enterprise 111

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Looking to be a part of a new CS community?

SaaS 98

SaaS Best practices Gamification Feedback 98

Education Services Group

JULY 1, 2022

The importance of taking the time to level-set and define the three letter acronyms and metrics that are critical to meeting your business objectives. The dangers and risks of using NPS as a scenario-based metric rather than using it to identify champions and advocates of your brand. Document what needs to be solved tomorrow.

Best practices 52

Best practices Metrics Analytics Accountability 52

VirtualPBX

FEBRUARY 17, 2022

It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. To sum up, the SLA adds finer detail regarding the services provided and the metrics used to measure their performance. What is an SLA? First things first, what is an SLA? ” Feeling Like An SLA Expert?

Best practices 52

Best practices Service level Wait times Metrics 52

JustCall

APRIL 4, 2023

In this blog, we will explore the inbound call center agent duties and understand how to create a solid inbound call agent job description. Documenting calls : In order to ensure that customer information is accurate and up-to-date, agents are responsible for documenting calls in the call center software.

Call Center 52

Call Center call center software Upselling Scripts 52

Nicereply

DECEMBER 21, 2021

You can export your report as a CSV document. For similar scenarios, we recommend creating a new “Thing or Action” in your account and adding all ratings like that to this group. Check the following metrics and columns: Surveys opened > also known as Open Rate. Go to the “Metrics” on the left bar menu. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. First, you need to create a consistent and comprehensive system to track customer health score , which is a metric measuring whether customers are satisfied with your product or at risk of churn.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Documentation: Agents maintain accurate records of customer interactions, including issues, resolutions, and customer feedback.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

AWS Machine Learning

DECEMBER 1, 2022

You can then compare the performance of the two versions using metrics such as latency and error rate. Optionally, you can monitor the variants through a built-in dashboard with a side-by-side comparison of the performance metrics. You can choose to discard or log the responses of the shadow variant for offline comparison.

APIs 78

APIs Metrics Management Engineering 78

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

CSM Practice

MARCH 13, 2017

In this blog post we’re going to address how to make the customer success team more proactive. In order to build your position as a trusted advisor in a scalable manner, you may want to consider collaboration with your marketing team through offering online workshops, write informational blogs, “how to” webinars, etc.

Education 49

Education Consulting Consulting Accountability 49

CustomerSuccessBox

NOVEMBER 2, 2021

This is also the preferred method for high-priority accounts. Creating a perfect Sales to Customer Success handoff document: Probably the best way to ensure that everything goes smoothly is to have documentation about each step, every data point, or information. This is where the Sales to CS handoff document is essential.

Sales 52

Sales Engineering Upselling Customer retention 52

Nicereply

JULY 24, 2019

Neat focuses exclusively on developing powerful yet cost effective tools for small businesses that help with expense management, automated bookkeeping and document organization. Customer feedback is an important metric we use to help manage our business. Neat eliminates manual bookkeeping tasks.

CRM 75

CRM Morale Feedback Banking 75

Customers That Stick

DECEMBER 15, 2014

If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. The Month in Customer Service Blogging. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. VOLUME 37: November 2014.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Nicereply

DECEMBER 7, 2022

Your knowledge resource can be a webpage or document containing all the information they need about the product or service. Additionally, having a straightforward process for documenting and tracking customer interactions is helpful. Once you have identified the KPIs you want to track, you need to create a way to measure them.

SaaS 52

SaaS Morale Feedback Accountability 52

Amity

MARCH 13, 2017

In this blog post we're going to address how to make the customer success team more proactive. In order to build your position as a trusted advisor in a scalable manner, you may want to consider collaboration with your marketing team through offering online workshops, write informational blogs, “how to” webinars, etc.

Education 57

Education Consulting Consulting Metrics 57

AWS Machine Learning

OCTOBER 10, 2022

From the combined industry experience, the solution team believes that many of the modus operandi in a mobile environment is driven by fraudsters having tools and methods to create fake accounts at scale and bypass a platform’s security checks on the device, thereby enabling them to exploit the platform for large returns.

APIs 70

APIs Accountability Metrics Government 70

AWS Machine Learning

NOVEMBER 16, 2022

Enhanced monitoring and observability for ML workloads including Amazon EKS, Kubeflow metrics, and application logs using Prometheus, Grafana, and Amazon CloudWatch integrations. Added integration with Amazon Managed Service for Prometheus (AMP) and Amazon Managed Grafana to monitor metrics with Kubeflow on AWS. and PyTorch 1.12.1.

Metrics 68

Metrics Scripts Enterprise APIs 68

CSM Magazine

JUNE 7, 2023

This can help you enhance your document management system without sacrificing document quality. Consider publishing informative blogs, articles, white papers, or guides, that will help you share your knowledge and best practices with others. You will want to make sure that customers view you as an expert in your field.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

Nicereply

OCTOBER 4, 2022

Customer Satisfaction, or CSAT, is a commonly used metric t hat measures a customer’s feelings regarding a recent interaction. Regular 1-on-1s are also a great way to hold your team accountable for that responsibility and the metrics that help them get there. Customer satisfaction surveys. Employee recognition program.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59