Interactions

APRIL 9, 2020

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.

Contact Center 71

Contact Center Virtual Agent Technology Enterprise 71

ClientSuccess

JULY 1, 2019

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).

Finance 49

Finance Upselling Metrics SaaS 49

Quadient

JULY 25, 2022

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.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

Pointillist

JULY 25, 2018

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.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

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.

Analytics 43

Analytics Metrics Government Journey mapping 43

ChurnZero

SEPTEMBER 16, 2021

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.

Customer retention 52

Customer retention SaaS Education Feedback 52