Monet Software

JULY 30, 2019

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. Analytics can take many forms.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

ShepHyken

NOVEMBER 10, 2017

4. Employs live chat analytics to better understand prospective buyers. To understand a website visitor’s behavior, live chat software is embedded with analytics tools. Analytics can help identify user behaviors like continuous browsing of particular products or services. Conclusion.

Transportation 185

Transportation Analytics Banking Metrics 185

JivoChat

DECEMBER 25, 2022

Learning how to connect Google Analytics to Shopify is very important to help you measure essential metrics from your online store. With Google Analytics, you will know your target audience better and understand their behavior to draw effective strategies that can bring more traffic to your pages and turn leads into customers.

Analytics 75

Analytics Accountability Sales Metrics 75

CSM Magazine

AUGUST 31, 2023

The new platform presents a fresh take on analytics, providing both marketing and business professionals a more sophisticated, streamlined way to analyze customer data. In this blog post, we’ll delve into how to master the complexities of GA4, ensuring you’re fully equipped to make the most out of this powerful analytics tool.

Analytics 52

Analytics Metrics Marketing Management 52

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 83

Analytics Feedback Marketing Metrics 83

Nicereply

MAY 6, 2020

It was more than a year ago when we introduced our brand new Dashboard and refreshed Metric Overview. Since then, you were able to see the original Dashboard as well as the new (beta) one, and the same applies to metric overview. score dials for all 3 metrics. metrics trend-charts with the previous period for quick comparison.

Analytics 88

Analytics Metrics Customer Support Personalization 88

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel.

Abandon rate 241

Abandon rate Journey mapping Average Handle Time Customer centricity 241

JustCall

FEBRUARY 3, 2021

Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring. Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts. IVR Analytics.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions. Read on for a preview of the upcoming analytics capabilities.

Analytics 54

Analytics Metrics Management Coaching 54

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Agent Analytics (28.4% Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Aspect

MARCH 10, 2020

Many organizations are beginning to understand just how interdependent these metrics are on one another. Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Analytics can help you provide customers with b etter e xperiences. Here are just a few examples: .

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog. For Entrepreneurs by David Skok is a blog for entrepreneurs that publishes some of the best content on customer success. Intercom Blog. Zendesk Blog. The Picture CS blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ShepHyken

APRIL 13, 2018

The reasons are obvious: surveys help your business understand the emotional and psychological factors that drive customer behavior and affect your metrics. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. With the increasing amount of intuitive software programs providing detailed data analytics to businesses, it’s no wonder that data-driven decision-making is now commonplace across almost all industries.

SaaS 52

SaaS Metrics Customer retention Surveys 52

aircall

SEPTEMBER 26, 2022

Sales analytics software injects an evidence-based strategy back into sales management. Sales analytics software taps into these internal processes and data and then uses it to increase growth, profitability, and revenue. What Is Sales Analytics? We divide sales analytics into four categories: . Descriptive analytics.

Analytics 48

Analytics Sales Metrics CRM 48

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. 2. Active Users.

Metrics 52

Metrics Education Upselling SaaS 52

CustomerSuccessBox

JUNE 17, 2022

That can be done through product analytics. What is Product Analytics? Product analytics is the process of evaluating how your customers or users engage with your product. Product analytics enables you to track, visualize and evaluate real-time customer engagement and behavioral data. How does product analytics work?

Analytics 52

Analytics SaaS Journey mapping Metrics 52

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. This quote by Seth Godin highlights the importance of using the right metrics. Without the right metrics, you would be shooting in the dark. Here are some crucial metrics to consider- #1.

virtual call center 52

virtual call center Call Center Metrics call center software 52

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Hodusoft

DECEMBER 28, 2022

Need, Metrics, and Best Practices. 5 metrics to evaluate the success of call center management. 5 metrics to evaluate the success of call center management. 5 metrics to evaluate the success of call center management. Monitoring the right metrics in call center operations promotes precision and growth.

Best practices 52

Best practices Call Center Metrics call center software 52

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 69

Analytics Engineering APIs Metrics 69

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

Lumoa

DECEMBER 18, 2017

We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. Text analytics help you to hear the real voice of the customer.” You need technology that can sort them out.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

JustCall

MARCH 13, 2020

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. But are you confident about the customer service metrics that you are tracking? Are you sure you have the right set of KPI metrics to bring the customer success you have dreamt of?

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96

Comm100

JUNE 15, 2022

Gathering feedback, data, and metrics is all well and good, but it will count for nothing if there is no one pushing the business to make the needed changes. This data can then be cross-checked with user activity metrics. Below is our 4-step plan to launch and brand a customer experience program. Push for change actively.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

DECEMBER 7, 2020

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

Metrics 62

Metrics Customer Service Service level Best practices 62

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52