JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. and most recently (at presstime) GPT-4.

Contact Center 67

Contact Center B2C Chatbots B2B 67

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day. Transfer rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

JustCall

DECEMBER 7, 2022

Sales call reporting can also create a good foundation for training and coaching, as it encapsulates best practices and performance. Before initiating any call, make it a practice for representatives to check with any past research on the prospect. Best Practices for Sales Call Reporting. Objective and Approach.

Sales 52

Sales Management CRM Best practices 52

Nicereply

NOVEMBER 27, 2023

One metric that serves as a crucial tool in your arsenal is the Customer Satisfaction Score or CSAT. Whether you are new to the world of customer experience metrics or are looking for ways to improve your current methods, this comprehensive guide will offer valuable insights. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Call centers need reliable CRM systems, automated dialing software, and data analytics tools to drive successful lead generation programs.

Call Center 52

Call Center Scripts CRM Contact Center 52

PeopleMetrics

FEBRUARY 25, 2022

For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data. CX metrics and KPIs. CX metrics and key performance indicators are a must whenever you kick off a new CX improvement or initiative. Creating team-wide goals around CX metrics.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

Eptica

JUNE 14, 2017

million tweets are sent to B2C brands every month – and social media use increased globally by 21% over the last year. Developing (2014) – organizations begin to put some real resources behind projects Defined (2017) – companies define how social customer service is handled with metrics and guidelines.

Customer Service 48

Customer Service B2C CRM Best practices 48

ViiBE Blog

FEBRUARY 9, 2021

By integrating best practices from emerging field service management trends, you can enrich your company’s brand value, transforming your business into a best-in-class competitor. ViiBE also tracks net promoter score (NPS), a metric describing the likelihood of a customer recommending a product to a friend.

Management 52

Management Customer centricity B2C CRM 52

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Provide them with checklists, guides, and best practices. He writes about designing a compelling customer experience process and training your team to implement it.

Customer centricity 336

Customer centricity B2C Feedback Upselling 336

aircall

JUNE 9, 2021

With the rise of social media channels as a B2C channel (consumers are most likely to post on social media after interacting with a company), customers expect that they can reach your support teams through your social media accounts. What metrics are you using to gauge its customer reach and effectiveness? Social Media.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

GetFeedback

NOVEMBER 18, 2019

Append customer data (from your CRM or call center platform) to the survey responses. Will you share best practices with others to learn from? . Are there best practices that they can share with other departments? . Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

Feedback 79

Feedback Surveys Construction Best practices 79

Totango

FEBRUARY 15, 2019

Interactive Usage Metrics. Activation Metrics. Interactive Usage Metrics. Please note that this record format applies for both B2B and B2C. Products that are only designed for B2C use cases will fall short when it comes to mapping usage data into the customer success use cases which will be described below.

SaaS 70

SaaS B2C B2B Metrics 70