Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

TeleDirect

AUGUST 10, 2022

It’s your main source of communication and customer service and the first place your clients turn when they have questions, experience issues or require support of any kind. Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential.

Call Center 62

Call Center Metrics First call resolution industry standards 62

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. But how do you decide what metrics are to measure? . First Call Resolution.

Call Center 98

Call Center Metrics Abandon rate call center software 98

TeleDirect

MAY 12, 2023

Metrics and KPI tracking will help you do this with ease. Measuring and examining your call center metrics and KPIs (key performance indicators) will provide valuable information about your outbound call center’s performance and identify any weak spots. Customer Effort Score (CES) Are your customers satisfied?

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction.

Metrics 52

Metrics Feedback Surveys Customer effort 52

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

teleopti

MARCH 12, 2019

In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. Ban the fear factor.

Metrics 74

Metrics Construction Finance Engineering 74

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. Everyone knows data is important, but which data matters most?

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

SmartAction

APRIL 20, 2022

These days, new hire turnover is often higher than 90% in the first 90 days, according to Mark Miller, global customer service advisor at J.D. Zappos is known for their customer service—with its “mission to deliver wow through service,” calls take as long as they need to take. Rethink Call Center Metrics.

Call Center 92

Call Center Virtual Agent Average Handle Time First call resolution 92

COPC

FEBRUARY 6, 2023

Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives. Regardless of the channel and vertical, contact centers typically have many KPIs from varying reports and often different reporting platforms.

Management 79

Management Employee engagement Metrics Contact Center 79

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. If you know what your performance metrics are, you know how well you’re doing. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. Inbound Call Center KPIs. After Call Work.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. Measuring key performance indicators (KPI) should be a standard business practice, ensuring organizations measure progress toward strategic objectives, and identifying strengths and areas for improvement. But what exactly is customer success?

SaaS 52

SaaS Metrics Customer retention Surveys 52

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

NICE inContact

DECEMBER 7, 2020

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

Metrics 62

Metrics Customer Service Service level Best practices 62

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies.

Customer Service 52

Customer Service Average Handle Time Metrics Self service 52

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

Spearline

FEBRUARY 13, 2023

You have to ask yourself what time and resources you have available to devote to the collection and analysis of KPI metrics. If you don’t have the wherewithal to devote to the labor-intensive, ceaseless work of full-spectrum KPI scrutiny, read on.

Call Center 52

Call Center Interactive Voice Response Average Handle Time Metrics 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Global Response

DECEMBER 21, 2023

Can help desk outsourcing really make a difference on customer satisfaction? Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. LET’S CONNECT Scalability and flexibility.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Best practices 52

Best practices Call Center Management call center software 52

Nicereply

MARCH 28, 2022

There’s no better time to do a little spring cleaning on your metrics. Why do a customer service metrics health check? The problem with metrics and statistics is that they are only as reliable and valuable as the data used to create them. This is what a metrics health check is designed to do.

Metrics 98

Metrics Customer Service Customer effort Surveys 98

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

OctopusTech

DECEMBER 21, 2023

Outsourcing is one tactic that has been more popular recently, especially in the call center services industry. We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post. Savings in Call Center Outsourcing: Is Outsourcing the Cost-Efficient Magic Wand Your Business Needs?

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

aircall

OCTOBER 13, 2022

Certain micro inefficiencies that add up—like admin between sales prospects and customer interactions—can go undetected or unchallenged year after year. According to a recent commissioned Forrester Consulting study, The Total Economic Impact™ of Aircall, a composite Aircall customer recovered $31.7K But it’s not the worst part.

Management 118

Management Sales Consulting Consulting 118

Call Design

JULY 6, 2021

It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

SaaS 86

SaaS Upselling Best practices Customer retention 86

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: . Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Metrics 83

Metrics Upselling Accountability Enterprise 83

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time. What is Customer 360? . Goals and KPIs.

CRM 107

CRM Upselling Metrics Accountability 107

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Performance metrics for evaluating and optimizing plan implementation. Customer service managers. Personalizing emails is a step in the right direction, but customized communication can go much deeper than this. Chief technology officers.

Management 84

Management Best practices Journey mapping Metrics 84

Totango

SEPTEMBER 1, 2022

This helps to ensure that your product delivers the value your client expects while underscoring the value your client is receiving, laying the groundwork for subscription renewal by satisfied customers. Updating goals, strategies, and KPIs to pursue future objectives. Why Are SaaS QBRs Important?

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. In this video, Carlos imparts his knowledge gained through extensive experience in market research and product/service design – giving you all the tips needed for successful survey creation!

Best practices 157

Best practices Surveys Metrics Construction 157

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

Customer retention 63

Customer retention Metrics Surveys Customer effort 63