CSM Magazine

APRIL 29, 2024

In this article, we’ll explore five key capabilities of BI that empower businesses to monitor social media conversations, analyze sentiment, conduct competitor analysis, create customized dashboards and reports, and integrate social media data with other sources for comprehensive analytics.

52

52

Nicereply

SEPTEMBER 4, 2023

Fortunately, your Net Promoter Score (NPS) is a solid metric to combat the gray area, and understanding it will give you strong insights into your customers’ perception of your business. This article will discuss a good NPS score in 2023 and how you can measure your NPS. Consumer 2023 Net Promoter Benchmarks.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

COPC

JANUARY 13, 2023

In this article, we use data from the following research reports to demonstrate how training and development can function as an employee retention strategy: COPC Inc. Global Benchmarking Series, Contact Center Training and Development. Global Benchmarking Series, Contact Center Training and Development. New Hire Training.

Benchmark 79

Benchmark Employee engagement Contact Center Coaching 79

ShepHyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The post 5 Top Customer Service Articles of the Week 1-16-2023 appeared first on Shep Hyken. Here are my top five picks from last week.

Customer Service 38

Customer Service Benchmark Customer centricity Customer Experience 38

Help Scout

MAY 14, 2021

With over 2 million downloads and 100k monthly users (including me as I’m writing this article), power users report an increase of focus by up to 200%, and they’ve been featured in major tech and lifestyle publications like Inc. Reports : Visualize and benchmark customer support performance and identify areas for improvement.

Benchmark 110

Benchmark Metrics Customer Support Customer Service 110

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Consulting Consulting Enterprise 83

JustCall

APRIL 15, 2024

In this article, we’ll explore unique strategies and tools designed to increase the customer contact rate. TL;DR: Quick Summary Call connect and pickup rates are crucial metrics in call centers. Combined with metrics like first call resolution, these paint a clear picture of agent effectiveness and areas for improvement.

Call Center 52

Call Center Multichannel Benchmark CRM 52

Nicereply

DECEMBER 2, 2021

There are so many aspects of support that we measure and benchmark, and articles just like this give tips and tricks on how to improve. Metrics drive our businesses, but who determines those metrics differs from company to company. But how do we apply this difference to software support?

Benchmark 98

Benchmark Metrics industry solution Sales 98

COPC

MAY 19, 2023

However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics. The Harvard Business Review article The One Number You Need to Grow also helped to popularize NPS. A 2020 Fortune article estimated that nearly two-thirds of all Fortune 1000 companies use NPS.

Metrics 69

Metrics industry standards Customer effort Consulting 69

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Everybody Has a Customer article.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. If you manage a sales organization, your scorecards wouldn’t be complete without conversion metrics. Agent-Level Scorecards Keep agent-level scorecards focused on agent-level metrics.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Focusing on internal benchmarks is where you want to start looking.

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Totango

MARCH 21, 2023

Identify metrics that drive impact Metrics are essential for customer success operations to thrive, and Katie highlighted NPS as a crucial organizational metric. The post 3 ways to effectively scale your CS operation appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

Lumoa

JANUARY 3, 2023

Metric Selection: Optimize for impact within the organization. Then I wanted to talk about two topics that are very controversial – selecting metrics and scales. . Metric selection. There are many different metrics to choose from, such as CSAT, NPS, and Customer Effort Score. Reduce the number of metrics in use.

Best practices 157

Best practices Surveys Metrics Construction 157

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Nicereply

JUNE 6, 2022

Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact. Recommended articles: The Ultimate Guide to Customer Effort Score. Benchmarking Customer Effort Score: How do your CES results stack up? What is the Customer Effort Score (CES)?

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

NobelBiz

DECEMBER 19, 2023

In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions. Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour.

Call Center 106

Call Center Management Wait times Contact Center 106

Nicereply

JUNE 6, 2022

Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact. Recommended articles: The Ultimate Guide to Customer Effort Score. Benchmarking Customer Effort Score: How do your CES results stack up? What is the Customer Effort Score (CES)?

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

GetFeedback

APRIL 8, 2019

A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. I’ll explain how NPS is calculated and give you benchmarks to help determine whether your NPS score is good or bad.

Benchmark 98

Benchmark Feedback Surveys Metrics 98

Global Response

NOVEMBER 21, 2023

NPS is a metric that was first developed by Bain & Co. In this article, we’ll break down the NPS system, showing you how to effectively build, implement and respond to NPS surveys to assess and improve business growth and results. This is why industry benchmarks are crucial when it comes to NPS scores.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

Interaction Metrics

FEBRUARY 26, 2020

3) In the pursuit of benchmarking, they copy questions from other companies, whether those questions are relevant to their survey or not. And thanks Tom Zoellner for interviewing me for your article, Customer Surveys Have Taken Over the World. The post Agreeing and Disagreeing with the LA Times appeared first on Interaction Metrics.

Benchmark 62

Benchmark Surveys Metrics Management 62

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. Which metrics to measure self-service KPIs? But first, what is customer self-service? Call deflection rate. SCHEDULE A FREE ASSESSMENT.

Self service 99

Self service Metrics Chatbots Benchmark 99

Quality Contact Solutions

OCTOBER 25, 2021

By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. Metrics: You have to be able to measure results. Metrics provide essential information needed to evaluate the program from top to bottom in an easy-to-read report.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

NobelBiz

APRIL 18, 2023

In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Why is benchmarking important? Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Spearline

AUGUST 26, 2022

In our blog article about watchRTC , our passive monitoring product, we talked about the benefits of aggregating every available metric for careful scrutiny by your IT and development teams. Configure your alerting options to notify you if tests fail the benchmarks you have configured or if they detect monitor warnings.

Scripts 98

Scripts Benchmark Metrics Contact Center 98

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Playvox

JULY 6, 2022

But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence. Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. In fact, it’s one of the top 10 metrics contact centers measure. Contact Center Schedule Adherence Benchmarks.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Nicereply

FEBRUARY 1, 2022

Review Your Metrics. Take a look at the metrics you’re currently tracking. If you’re struggling to decide on which metrics to use, we’ve suggested some options here. Geckoboard suggests growing teams must track these five customer support metrics : First Reply Time. Are you happy with your CSAT results

Customer Support 97

Customer Support Metrics Feedback Accountability 97

Totango

DECEMBER 29, 2021

Several key metrics can help you evaluate the performance of your upgrade efforts. To measure this, you need to define value benchmarks. Adoption metrics : Product engagement metrics such as license utilization, product adoption and product stickiness tell you how often customers are utilizing new products and features.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

SharpenCX

MAY 13, 2020

Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t reach their full potential. Which metrics accelerate performance, and which send agents into a frenzy? And what’s too little?

Call Center 76

Call Center Metrics Benchmark Contact Center 76

ChurnZero

OCTOBER 15, 2021

In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

ShepHyken

MARCH 10, 2017

That’s why SuperOffice recently conducted the Customer Service Benchmark report – a comprehensive study, which examines how 500 companies of all sizes around the world respond to customer service requests. That’s why a quick response time is one of the most important metrics for measuring good customer service.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

aircall

AUGUST 14, 2022

According to our recent Customer Service Quality Benchmark Report , in partnership with Klaus, 48% of businesses said maintaining quality was a challenge to their growth. . Let’s look at some metrics you might want to track below. . This is a useful metric to gauge how long it takes for a support team’s tickets to be resolved.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. The industry benchmark for FRR is 7 hours.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189