NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Find the right balance for your customers to deliver helpful feedback. The best way to encourage quality customer feedback is to make it obvious that you are listening and then doing something about what you hear.

Feedback 55

Feedback Surveys Best practices Contact Center 55

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Playvox

FEBRUARY 27, 2024

Modern WEM solutions for contact centers include support for: Recruitment and onboarding Evaluation and improvement Time management Assistance and task management Metrics and recognition Customer journey analytics A WEM suite includes the core quality management (QM) and workforce management (WFM) modules.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

ChurnZero

MARCH 14, 2024

Be sure to closely monitor key metrics and feedback from internal teams and customers alike – and be prepared to take an iterative approach if the outcomes aren’t matching your predetermined objectives. Are there different best practices for different types of book shift? Yes and no.

Best practices 52

Best practices Accountability Management Metrics 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy? That’s so obvious!”

Feedback 52

Feedback Sales SaaS Marketing 52

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.).

Metrics 52

Metrics Surveys First call resolution Customer effort 52

Talkdesk

SEPTEMBER 2, 2015

To that end, we host a Customer Spotlight webinar series to explore advances in this field. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. If you get any type of feedback from the customer, the survey can be the opening for that conversation.”.

Best practices 68

Best practices Customer Service Surveys call center software 68

Playvox

MAY 26, 2021

For more information about how you can implement cross-selling and upselling, including best practices from contact centers that are currently cross-selling and upselling, I highly encourage you to read the full research report. Based on that research, we’ve chosen four action steps you can take now. Emphasize Educating, Not Selling.

Upselling 92

Upselling Education Contact Center Coaching 92

CX Journey

DECEMBER 28, 2017

In a recent webinar, two Everwise Mentors shared their best practices and perspectives on mentoring: Jagdish Pavan Kumar , Senior Manager of Data Management at Veritas Technologies; and Cindy Cruzado , Instructor at Pragmatic Marketing. With any goal or change, it’s best to set up methods of tracking and ongoing feedback.

Best practices 36

Best practices Feedback Accountability Personalization 36

inmoment

NOVEMBER 26, 2019

InMoment’s Nate Morley was joined by Savannah Harper, director of operations services at Auntie Anne’s, and Nhuy Weidinger, brand marketing manager for McAlister’s Deli, to host a webinar in partnership with FastCasual.com, “Success Starts with Your Guests: Using Guest Feedback Throughout Your Entire Organization.”

Feedback 40

Feedback Finance Revenue potential Marketing 40

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 64

Best practices Metrics Feedback SaaS 64

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Nicereply

MAY 16, 2023

Invite to webinar template Hosting webinars is a great way to engage with your customers and provide them with valuable insights while also creating opportunities for cross-selling and upselling. The webinar will cover [Topic] and provide valuable insights on how to overcome [specific problem/struggle]. What could be improved?

Upselling 52

Upselling Feedback Best practices Personalization 52

Nicereply

NOVEMBER 21, 2023

This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Fred Reichheld dubbed this metric the “ one number you need to grow. Strong NPS is the backbone of a thriving customer experience.

Surveys 59

Surveys B2B Feedback Education 59

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

Playvox

FEBRUARY 6, 2024

Thankfully workforce management software helps contact centers minimize compliance risks by automatically managing labor regulations, tracking time off, and other important labor metrics. Set goals, objectives, and metrics on how to infuse customer centricity not only in your contact center but across your entire organization.

Quality management 83

Quality management Customer centricity Management Contact Center 83

ChurnZero

SEPTEMBER 8, 2022

What process improvements can be made in the way you address customer feedback? Customer education is a way for CSMs to do more of what they do best: focus on their customers’ strategic issues so they feel valued. . What barriers to success are customers facing today? What content are you currently delivering to address user questions?

Education 98

Education Benchmark Customer retention Metrics 98

Cisco - Contact Center

FEBRUARY 18, 2020

Webex Experience Management (formerly CloudCherry), our new customer experience management solution, is integrated into the Cisco agent desktop providing agents and supervisors with customer sentiment, journey insights, and feedback metrics in real-time. Innovative AI-Powered Self-Service. appeared first on Cisco Blogs.

Contact Center 117

Contact Center Enterprise Self service contact center solutions 117

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. Voice of Customer. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Most every CS leader wants to achieve or improve the business outcomes for their team, but the CS Ops person is really the one that drives it.”

Automotive 100

Automotive Journey mapping Self service Sales 100

ChurnZero

JUNE 21, 2019

They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. Q&A Recap .

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

Customer Interactions

MAY 29, 2014

Document results, track progress – In addition to documenting the results of evaluations you should also document feedback given to employees, as well as feedback received from them. If you’d like to learn more I invite you to register for the webinar at https://www.webcaster4.com/Webcast/Page/92/4447.

Best practices 29

Best practices Telecommunications Feedback Call Center 29

Totango

JANUARY 7, 2020

It is a series of goal-focused best practices that build customer proficiency to the point where they can use the product independently. Whatever your business needs, the following best practices will help you establish milestones that your customer success team can access as they coordinate meetings and set expectations.

Best practices 72

Best practices Enterprise Metrics Sales 72

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. 5 resources to set your CSMs up for success. Customer Success eBooks.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. However, you should also have a feedback loop to identify when and if those engagements fall short of expectations. Product feedback or feature requests.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Comm100

JANUARY 17, 2024

Look at metrics such as response time, resolution rate, and customer satisfaction. Step 3 – Continuous improvement: Stay informed: Keep up with the latest in AI and customer service technology through webinars, industry blogs, and community engagement. Continuous learning: Implement systems where bots learn from human agents.

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

Totango

JANUARY 16, 2020

Best Practices for Customer Delight. You can segment your outreach to reach the customer most in need of resource documentation to get started, an interactive webinar, or best practice refreshers. It will make it easy to keep an eye on key metrics, analyze customer data, and identify the best course of action.

Best practices 62

Best practices Metrics Feedback Personalization 62

ChurnZero

JULY 7, 2020

5 Best Practices for Improving Customer Retention. Consistent Feedback Loop. Because Customer Support teams are generally dealing with customer issues, it’s their job to relay the feedback they receive to Customer Success teams. If you don’t keep a close eye on these metrics, customers are more likely to churn.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The following best practices will let you prime your customers for expansion and then help them make the leap to a better way of working.

B2B 62

B2B Enterprise Best practices Upselling 62

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. Learn more about measuring support quality beyond CSAT and NPS in this webinar, featuring Beth Trame of Google Hire, Shervin Talieh from PartnerHero, and Mathew Patterson of Help Scout.

Customer Service 116

Customer Service Feedback Surveys Personalization 116

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value. Accelerate Onboarding.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about.

Gamification 98

Gamification Marketing Metrics Sales 98

JivoChat

MARCH 10, 2022

The best practice is to sit down and check the data quarterly for your social media and websites. Let’s say you’re having a webinar catering to real estate professionals. For social media check the engagement metrics such as the number of likes, shares, followers, etc. That’s what I thought. . Conclusion .

Marketing 75

Marketing Real estate Advertising Telemarketing 75