Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Health scores. here's how they work. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage.

Management 64

Management SaaS Benchmark Accountability 64

Amity

OCTOBER 5, 2015

Weight Management for Health in #CustomerSuccess? Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. The alert allows the customer success manager to respond with the best engagement at the the right time.

Management 61

Management SaaS Benchmark Accountability 61

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. After all why would we want home agents, speech recognition, higher quality or better staff morale and management?

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Education Services Group

JUNE 18, 2018

Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). That’s why their end goal is a happy AND successful customer who has their benchmarks met and exceeded because of their CSM. It’s one of our most frequently asked questions.

Customer retention 45

Customer retention Management outsourcing Best practices 45

Fonolo

SEPTEMBER 6, 2018

Today, big brands have started pushing the envelope with increasingly sophisticated ways of supporting customers, thereby raising the benchmark for new businesses from the get-go to develop best practices for customer interaction and support. White Paper: The Secret Sauce for Increasing Customer Happiness.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper. White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Any outward-facing part of your company may play a role in managing touchpoint interactions. White papers. Customer service.

B2B 116

B2B Journey mapping SaaS Engineering 116

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper.

B2C 84

B2C B2B Benchmark Best practices 84

Eptica

JULY 21, 2019

It does not contain 50,000 words of black ink on off-white paper and doesn’t wax lyrical about another framework that will solve all of your CX ills. 5 tips for managing the increasing volume of customer queries. So, I wrote a book about it and, not surprisingly, it’s called Punk CX. Share this page on: Tweet.

Best practices 86

Best practices Multichannel Benchmark Surveys 86

NICE inContact

NOVEMBER 9, 2018

But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help. This will eliminate the need to manage WFM as a separate application as well as give you the best results. We surveyed over 2000 consumers in the United States, United Kingdom and Australia.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? How is this accomplished?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? How is this accomplished?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? How is this accomplished?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

JANUARY 3, 2018

These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Manage volume of business fluctuations nimbly? Because without business transparency it is almost impossible to move the dial on customer experience! Know when work needs to be reassigned?

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Manage volume of business fluctuations nimbly? Because without business transparency it is almost impossible to move the dial on customer experience! Know when work needs to be reassigned?

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Manage volume of business fluctuations nimbly? Because without business transparency it is almost impossible to move the dial on customer experience! Know when work needs to be reassigned?

Metrics 48

Metrics Customer Experience Contact Center CRM 48

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Managing the Customer Experience Across Service Channels. Customer Experience Management on a Shoestring Budget page 5.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

delighted

AUGUST 23, 2019

“A customer experience program refers to the tools and processes used to implement your customer experience management strategy.”. In other words, a customer experience program is the system of execution for customer experience management. Zoe Soto, Product Manager at Glassdoor and a Delighted customer. Have a plan.”.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. ” DON’T: “Hello, and thank you for contacting us.

First call resolution 45

First call resolution Metrics Best practices Customer Service 45