Transparent BPO

AUGUST 20, 2019

“Customers must be asked and their responses benchmarked consistently and continually to turn your contact center into a profit center,” the whitepaper says. New agents less familiar with your products and services can adversely affect productivity, CSAT, and other meaningful metrics, which costs you more.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

AUGUST 16, 2022

Business consultants Human resource Consultants Lawyers Accountants. Only when some metric goes off the benchmark can you know something is wrong. All things renewal, upsell, and other expansion formats can be considered. Top Metrics You need to Consider for EBR/QBR sessions. Why are QBRs important?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. Use your words Talk to each other! This doesn’t just provide a useful shared goal.

Sales 88

Sales Upselling Metrics Accountability 88

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth. So, how did they do it?

Sales 95

Sales industry standards Benchmark Healthcare 95

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” As the consulting firm said in the study, “If you think you’ll have plenty of time to get it right because you’re a beloved brand, think again.”

Benchmark 98

Benchmark B2B Accountability Consulting 98

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

MARCH 5, 2020

As your team thinks about investing in a new customer success platform to help take your customer accounts to a new level, here are three considerations to keep in mind: Consideration #1: Visibility into all of your customer success metrics. A close second, however, is metrics.

SaaS 64

SaaS Finance Benchmark Upselling 64

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Success Metrics for the Team. Success Metrics for the Project. You will need to establish metrics for measuring the success of employee training.

Analytics 93

Analytics Government APIs Metrics 93

ClientSuccess

MARCH 5, 2020

As your team thinks about investing in a new customer success platform to help take your customer accounts to a new level, here are three considerations to keep in mind: Consideration #1: Visibility into all of your customer success metrics. A close second, however, is metrics.

SaaS 52

SaaS Finance Benchmark Upselling 52

Comm100

AUGUST 21, 2018

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Performance Benchmarks: By analyzing call data, BPOs can set performance standards, driving continuous improvement.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you.

Analytics 43

Analytics Metrics Government Journey mapping 43

NobelBiz

MARCH 23, 2022

There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling. Ask the provider the right questions If the contact center solution provider is willing to provide detailed benchmark information, see what they include. Jason Cutter, CEO of Cutter Consulting Group.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Happier agents are also more productive, which means that they can better achieve contact center metrics. And, Chatbots more than pull their weight. Drive Revenue. What is my shipping address?

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Comm100

FEBRUARY 6, 2018

Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. Enterprise — Call for consultation. Free Download] Live Chat Benchmark Report 2018. Download Now.

CRM 42

CRM Enterprise SaaS Marketing 42