JustCall

JULY 23, 2020

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. But, weighing every other metric under the sun means you're in for a waste of your precious time.

Sales 52

Sales Metrics Upselling Benchmark 52

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. Scripting: The key to ensuring the long-term effectiveness of your outbound telemarketing script may be to eliminate the “script.” Is it failing?

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. SaaS success outcomes can be defined in terms of measurable digital benchmarks. Conversion from freemium to paying customer.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Infinity

MAY 9, 2022

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. How can call centres improve metrics? What are the call centre metrics that need to be tracked?

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Recommendations: Advanced systems might even suggest actions, like refining scripts, introducing new training modules, or adjusting staffing levels during specific hours.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Enghouse Interactive

AUGUST 13, 2018

Historically, most have focused on ‘nuts and bolts’ metrics like average handle time, how many calls are processed per day and what channels did they come through. Is it that it wants to cross-sell and upsell to the customer? RTSA can also be used to effectively measure stress levels, script clarity, over-talking and raised voices.

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40

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