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5 Tips for Successful Business Continuity Planning for Contact Centers

Interactions

A Business Continuity Plan, or BCP, is a written procedure designed to keep business processes operating as smoothly as possible during unpredictable events. The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. First thing first.

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How to Ensure Customer Success is a Company-Wide Initiative

ClientSuccess

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. If you’re ready to make customer success a company-wide initiative, begin with these steps: . Services: Customer Effort Score (CES).

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Customer Journey Analysis in 6 Easy Steps

Quadient

Just like a journey could include many modes of transportation, customer journeys may involve multiple channels in pursuit of completing the task or achieving the desired outcome. Marketing Week: Why marketers are failing to target customers at key life events). Identify unnecessary touchpoints.

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How to Successfully Implement Customer Journey Analytics – Part 1

Pointillist

Pick a mix of financial, customer and operational metrics. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Handpicked related content: How to measure customer experience beyond NPS ]. Thinking in Events.

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How to Successfully Implement Customer Journey Analytics

Pointillist

Pick a mix of financial, customer and operational metrics. Thinking in Events The fundamental data type for customer journey analytics is the event. Regardless of how you might think of data today, in customer journey analytics everything is an event. Event Time: The time that the event took place.

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9 Customer Retention Strategies for SaaS

ChurnZero

Level of engagement with your customer success management (CSM) or other customer support interactions. Customer Effort Score (CES) — how much effort is your customer putting into solving an issue they might be having? New resources, such as ebooks or upcoming trainings and webinars.