Brad Cleveland Blog

AUGUST 11, 2023

Metrics are not just there to report past activity. You will get a sense of how many opportunities you have for deepening relationships with … Continue reading → The post Use Metrics and Analysis to Drive Innovation appeared first on Brad Cleveland.

Metrics 26

Metrics Contact Center Call Center Customer Experience 26

Calltools

JANUARY 24, 2024

One way to gauge your customers’ experience is through sentiment analysis during their interactions with your contact center. What is Sentiment Analysis? Sentiment analysis allows you to identify essential issues and take steps to remediate them. You need to understand exactly how you are doing and how to improve.

Customer Experience 52

Customer Experience Call Center Contact Center Self service 52

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. You may be wondering how sentiment analysis can truly make a difference in your organization.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Let’s check out the types of questions that can supercharge your VoC surveys.

Surveys 83

Surveys Feedback Banking Best practices 83

Lumoa

APRIL 4, 2023

One of the best ways to do that is through a customer profile analysis. Even with such a simple explanation, it’s clear to see how conducting a customer profile analysis can result in business growth. This article will explore five of the most notable impacts of customer profile analysis on your company.

Customer retention 83

Customer retention Enterprise Marketing Surveys 83

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? You can use this metric to identify peak volume as well. You can use this metric to identify peak volume as well.

Call Center 67

Call Center Metrics call center software Contact Center 67

Anexa BPO

NOVEMBER 10, 2023

One of the biggest challenges for public companies is deciding if their shareholders will respond to customer experience (CX) metrics in earning calls. It can be a hard sell to convince executives and shareholders that CX metrics are tangible and impact earning potential. Support your findings with facts.

Metrics 52

Metrics Business Process Outsourcing Benchmark Customer centricity 52

CustomerSuccessBox

JULY 26, 2021

What is Customer Profitability Analysis ? Customer profitability analysis allows you to segment your customers by their profit contribution to your business. To calculate Customer Profitability Analysis, you’ll need to analyze a lot of data but being specific it starts with two. Benefits of Customer Profitability Analysis.

Metrics 52

Metrics Wait times Sales Customer Service 52

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Let’s explore the 4 gold metrics that drive every CX metric.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Metrics 59

Metrics Customer centricity Customer effort Customer retention 59

SharpenCX

DECEMBER 26, 2023

You can measure many metrics in your contact center, but just because you can doesn’t mean you should. The post Top 3 Contact Center Metrics to Measure in 2024 appeared first on Sharpen. We’ve all seen it—contact center scorecards that look more like laundry lists and dashboards that look more like Sudoku puzzles.

Contact Center 67

Contact Center Metrics Cloud contact 67

JustCall

NOVEMBER 23, 2022

You might have to perform a sales and marketing gap analysis, if yes. A well-thought-out sales and marketing gap analysis eliminates all the guesswork that goes into optimizing team performance and allocating resources. What is Sales and Marketing Gap Analysis? First things first, what is a sales and marketing gap analysis?

Sales 52

Sales Marketing Calibration Metrics 52

Tethr

DECEMBER 1, 2022

If you’re talking to your customer over chat, pay attention to two types of metrics: transactional data and conversational analysis. You need to understand both

Metrics 62

Metrics 62

Interaction Metrics

JUNE 10, 2021

Nuanced analysis wins. Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry. No more useless data!

Metrics 62

Metrics Surveys Education Feedback 62

AWS Machine Learning

NOVEMBER 22, 2022

Traditionally, this data is collected via a batch process and sent to a data warehouse for storage, analysis, and reporting, and is made available to decision-makers after several hours, if not days. Use cases for real-time sentiment analysis. The following figures show examples of full sentiment analysis. QuickSight dashboards.

APIs 70

APIs CRM Feedback B2C 70

Tethr

NOVEMBER 13, 2020

In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. And why won’t tonal sentiment analysis tools and systems equip you to make business decisions or move key CX metrics in your organization? Some might even call it primitive.

Analytics 63

Analytics Airlines Engineering Construction 63

Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors.

call center workforce 62

call center workforce Metrics Call Center Management 62

Call Center Weekly

JANUARY 29, 2018

When we talk about “Deep Dives” or listening analysis, we are generally talking about taking a random sample of calls and listening for specific criteria within the audio. If you outsource your listening analysis this is also critical as the listening team may not be as familiar with the line of business they are auditing as well as you are.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Vistio

MAY 8, 2023

[ 8:46 – 9:05 ] Remember The Good Hearts Law: when a metric becomes a target it ceases to be a good metric, because behavior will change to achieve the metric, and not necessarily to produce the intended consequences. Then measure that in every way you can, because we aren’t saying metrics are unhelpful.

Metrics 52

Metrics Customer Experience Airlines Government 52

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. What is Customer Journey Analysis? A vital part of customer journey management is customer journey analysis. Customer journey analysis is the process of tracking and analyzing the way customers use combinations of channels to interact with an organization. j.shah-thiel.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

Inbenta

MARCH 6, 2020

We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant. They remain your main source of analysis to evaluate the impact of an AI chatbot on your company’s results. User experience metrics.

Chatbots 106

Chatbots Metrics Abandon rate Self service 106

Tethr

AUGUST 17, 2021

As proponents of a low-effort approach to CX , we’ve implemented our own benchmarking metrics for customer effort. And those metrics are exactly what CX leaders need to be tracking in order to start benchmarking customer experience. These are just a few of the reasons benchmarking customer experience with effort metrics (like ours!)

Benchmark 80

Benchmark Metrics Customer Experience Customer effort 80

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes.

SaaS 77

SaaS Enterprise Customer retention Metrics 77

Callminer

DECEMBER 28, 2022

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.

Metrics 182

Metrics Customer Service 182

Injixo

JUNE 8, 2021

The value of reporting & analysis. These outcomes are driven by metrics such as forecast accuracy, schedule fit, and agent adherence. With each WFM cycle , high-performing planners analyze and report on what went right and what went wrong.

Metrics 52

Metrics Management 52

Voiptime

JANUARY 2, 2023

The pitfalls lie in the main aspect of building and managing marketing teams - analyzing the statistics and other data and making decisions based on the results of the analysis. So, there are numerous questions to answer in this case - what are sales key metrics? Why are sales metrics that important?

Metrics 40

Metrics Sales Advertising SaaS 40

CSM Magazine

JULY 25, 2022

Data is the driving force behind business decision-making, but if you’re not looking at the right metrics, you could be missing out. You can drill down into sales by the day, week, month or year, and it’s good to be both broad and specific in your analysis so that seasonal trends and short term shifts are better understood.

Metrics 59

Metrics Finance Employee engagement Sales 59

Beyond Philosophy

NOVEMBER 30, 2023

The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. Moreover, Finance often does the Cost-Benefit analysis. NICE Systems, Inc., and Fred Reichheld.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Calltools

FEBRUARY 16, 2022

It may sound complicated, but a fairly simple set of KPI metrics can help you measure your lead source ROI. The most important KPI metrics for monitoring your lead source ROI are: Cost per Acquisition. This metric assesses the quality of your lead lists. Benefits From Lead KPI Analysis. Connection Rate. Total Lead Value.

Metrics 52

Metrics Scripts Sales CRM 52

Fonolo

MARCH 16, 2023

But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Maru Group

MAY 19, 2020

By integrating System 1 and System 2 tools together, it’s possible to capture feeling, thinking and behavioral metrics in one unified approach. Unifying behavioral and emotional analysis. It clearly identifies opportunities and white space investigation previously hidden from traditional analysis.

Construction 52

Construction Metrics Feedback Marketing 52

Calltools

MAY 4, 2022

Your contact rate is perhaps the most important of the list KPI metrics and can quickly indicate the integrity of your list. However, this metric can also indicate other problems with your campaign. Another critical list KPI metric is average talk time, which refers to how long an agent spends talking to a lead. Contact Rate.

Metrics 52

Metrics Sales CRM Contact Center 52

NobelBiz

JANUARY 18, 2021

However, when it comes to contact centers, the strategy involves planning, analysis, and above all numbers. Here’s everything you need to know about chatbot evaluation metrics and performance indicators. What is at Stake with Chatbot Metrics and their Evaluations? Data analysis should therefore be done sparingly.

Chatbots 52

Chatbots Metrics Contact Center Technology 52

Mindtouch

AUGUST 7, 2018

Customer feedback analysis, to be precise. After all, while Customer Experience metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES) are important indicators of customer sentiment and account health, the why behind these scores are the true value for CX.

Feedback 77

Feedback Customer effort Accountability Metrics 77