CSM Magazine

DECEMBER 4, 2023

Through advanced econometric analysis, we aim to illuminate the deep connection between ESG initiatives and Corporate Financial Performance (CFP). A recent survey reveals that a significant 75% of investors believe companies should prioritize addressing ESG imperatives, even if it means foregoing short-term profitability.

Government 105

Government Morale Finance industry standards 105

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

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

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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

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

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

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

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. Methods include customer feedback surveys , service evaluations , and more. Methods include customer feedback surveys , service evaluations , and more.

Metrics 62

Metrics Surveys Education Feedback 62

Interaction Metrics

AUGUST 8, 2023

Use our calculator to determine your own survey sample size. Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How How can we get most of our customers to take our survey?” But here’s the truth. How is that possible? Not that confusing, right?

Surveys 62

Surveys Feedback Metrics Customer Experience 62

delighted

DECEMBER 5, 2022

Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). Apply your branding to your survey. With free survey programs, you’ll often have limited options for branding your survey. message as the final part of the survey design.

Surveys 91

Surveys Feedback Best practices APIs 91

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Confidence in Customer Support Metrics. A whopping 70% of The Best teams say they’re very confident in the accuracy of their customer support metrics. The post Survey Analysis: What Makes The Best Support Teams Tick?

Surveys 86

Surveys CRM Education Metrics 86

JustCall

OCTOBER 17, 2023

If your company is not using automated survey tools to understand customer sentiments, you may be missing out on crucial insights that can improve and elevate your brand. Here’s why brands need survey automation to read their customers’ minds. Source: cxnetwork.com What could be the reason for this gap?

Surveys 52

Surveys Feedback Metrics Construction 52

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

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. The company started out as a survey tool for academics and has grown into a multi-product feedback software. Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Calltools

NOVEMBER 29, 2023

Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad.

Interactive Voice Response 52

Interactive Voice Response Surveys Contact Center Call Center 52

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

Interaction Metrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company? Bottom line, there are lots of software options.

Surveys 62

Surveys Feedback Analytics Metrics 62

Interaction Metrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company? Bottom line, there are lots of software options.

Surveys 62

Surveys Feedback Analytics Metrics 62

Interaction Metrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company? Bottom line, there are lots of software options.

Surveys 62

Surveys Feedback Analytics Metrics 62

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. This leads us to the second point: KPIs must focus on both internal and external metrics.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

JustCall

OCTOBER 22, 2023

In this guide, we will look at the challenges you might face in driving a customer satisfaction survey and how to extract actionable insights from a 360-degree customer survey analysis. Over time, your team may have collated tons of customer feedback from surveys, social media, emails, and more. Be clear from the start.

Surveys 52

Surveys Best practices Feedback First call resolution 52

JustCall

AUGUST 1, 2021

And a text survey helps you increase customer satisfaction by gathering feedback on questions that otherwise go unanswered. So, text surveys will get a higher response rate than any other method like email. So, here we bring all answers to your queries in this comprehensive blog post on text surveys. What is a Text Survey?

Surveys 98

Surveys Real estate Feedback Customer retention 98

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Engagement Through Feedback Surveys : Implement feedback and feature request surveys. This direct line of communication allows customers to express their needs and desires, providing a rich source of data for analysis.

Analytics 83

Analytics Feedback Metrics Surveys 83

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Enterprise Surveys 98

Interaction Metrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. In fact, despite national awareness around issues of racial equity, employees often respond skeptically to DEI survey questions, making it difficult to succeed from the start. It’s the way an organization conducts itself.

Metrics 62

Metrics Surveys Employee engagement Consulting 62

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

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

Interaction Metrics

SEPTEMBER 14, 2020

Does your customer feedback include open-ended survey questions? Since you’ve taken the trouble to write open-ended survey questions, you know that verbatim comments are where the meaning lies; they are your survey ‘gold.’ But since your open-ended survey questions contain gold, they deserve a dashboard too. Are you sure?

Surveys 62

Surveys Interactive Voice Response Feedback Metrics 62

Nicereply

JULY 18, 2023

Especially if NPS surveys are sent out. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular. The timing of these surveys, however, has a significant impact on their effectiveness. Timing is still an important factor.

Surveys 52

Surveys Feedback Customer centricity Metrics 52

delighted

SEPTEMBER 29, 2022

As the first and only CX survey platform to offer iOS Widgets, Delighted Widgets makes your CX metrics more accessible than ever before. Add as many Widgets as you need to keep a pulse on the metrics most crucial to your overall customer experience. Download the free Delighted App Today. Use iOS Widgets to…. New to Delighted?

Metrics 52

Metrics Surveys Customer Support Customer Experience 52

Nicereply

MARCH 6, 2023

Pop-up surveys are a seamless way to gather feedback from your website visitors. Learn about the main pop-up survey tools available in 2023 to find the best fit for your business. There may be no easier way to quickly gather customer feedback than by using pop-up surveys on your website. Are pop-up surveys annoying to users?

Surveys 52

Surveys Feedback Enterprise Analytics 52

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. See the example below.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Interaction Metrics

SEPTEMBER 14, 2020

Does your customer feedback include open-ended survey questions? Since you’ve taken the trouble to write open-ended survey questions, you know that verbatim comments are where the meaning lies; they are your survey ‘gold.’ For example, we recently analyzed a survey where most customers reported their expectations were met.

Surveys 62

Surveys Interactive Voice Response Feedback Metrics 62

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. In the context of a B2B customer survey, we’re referring to feedback gathered in response to open-ended questions (i.e. Why did you score us the way you did?”).

Surveys 78

Surveys B2B Feedback SaaS 78

delighted

OCTOBER 19, 2022

Collaboration has never been easier: the new Delighted + Google Sheets integration takes survey responses from Delighted and syncs them into Google Sheets for custom reports and seamless collaboration outside of the Delighted app. Create pivot tables with Delighted data from all surveys or a few select projects. Ready to get started?

Surveys 52

Surveys Accountability Feedback Metrics 52