NICE inContact

JUNE 19, 2019

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.

Contact Center 54

Contact Center Coaching Call Center Enterprise 54

Mindtouch

JULY 29, 2019

Group Comparison. A group to see how the users within a specific group are performing. Group Comparison report. Especially in larger organizations, multiple groups contribute content to the site, and for different purposes. Specifically, who is adding content, when are they adding it, how, and where?

Analytics 94

Analytics Metrics Management Coaching 94

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! of the success group are already delivering results from their CX projects, whereas only 64.9% Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Select VoiceCom Blog

NOVEMBER 17, 2022

One way to ensure quality among customer service employees is to track and measure the team’s performance with metrics and key performance indicators (KPIs). Here, the guide lists everything you need to know about metrics and KPIs to ensure your goals are on track. What are Call Centre Metrics & KPIs?

Metrics 52

Metrics Customer Service Abandon rate Interactive Voice Response 52

GetFeedback

FEBRUARY 14, 2019

At GetFeedback, we use four metrics to measure the performance of our live chat support. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team. 4 metrics to gauge live chat performance . 4 metrics to gauge live chat performance .

Metrics 74

Metrics Customer effort Surveys Wait times 74

Expivia

APRIL 29, 2021

If you know what your performance metrics are, you know how well you’re doing. While there are a lot of different kinds of call center metrics, these 15 KPIs are the most crucial to monitor. Below, you’ll see a list of important call center metrics you need to know about and track. Trust a Call Center That Knows Its Metrics.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

REVE Chat Blog

MARCH 18, 2020

Building a good chatbot is a daunting task but at the same time, it is important to understand the key chatbot metrics and how they are performing to achieve your goals. This can only be done by knowing the key chatbot metrics, which is an important aspect and a decisive factor for your business success. You can gauge, .

Chatbots 81

Chatbots Metrics Analytics Banking 81

REVE Chat Blog

MARCH 18, 2020

Building a good chatbot is a daunting task but at the same time, it is important to understand the key chatbot metrics and how they are performing to achieve your goals. This can only be done by knowing the key chatbot metrics, which is an important aspect and a decisive factor for your business success. You can gauge, .

Chatbots 77

Chatbots Metrics Analytics Banking 77

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. This situation can lead to policies and procedures that conflict between the groups. The first step is to let those inside groups know how their roles affect the experience. This concept isn’t something one group owns.

Finance 195

Finance Customer centricity Accountability Technical Support 195

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

Mindtouch

JULY 29, 2019

Group Comparison. A group to see how the users within a specific group are performing. Group Comparison report. Especially in larger organizations, multiple groups contribute content to the site, and for different purposes. Specifically, who is adding content, when are they adding it, how, and where?

Analytics 54

Analytics Metrics Management Coaching 54

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

SaaS 59

SaaS Metrics Accountability industry standards 59

Beyond Philosophy

MAY 5, 2022

Define your metrics and what you’re going to measure. Rule #1: Define your metrics and what you’re going to measure. However, for the experiment, profitability may be an unreasonable metric to use. Many of you might think of a control group as an excellent example. The same goes for your groupings.

Metrics 195

Metrics Consulting Consulting Surveys 195

Toister Performance Solutions

AUGUST 22, 2017

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? There were a few nice responses.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Journey mapping 182

Journey mapping Metrics Telecommunications Sales 182

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Journey mapping 182

Journey mapping Metrics Telecommunications Sales 182

Totango

FEBRUARY 1, 2022

In a recent Totango webinar, Chris and Elizabeth discussed the blueprint they used to help the Qlik team implement Totango, including the training program they developed and the adoption metrics they tracked to ensure the training plan was working. This enablement cycle would repeat itself each time a new group or feature was introduced. .

Best practices 99

Best practices Metrics Enterprise Management 99

CX Journey

OCTOBER 14, 2014

Image courtesy of Marianna Gomes What are your customer experience success metrics? And how do they differ from your VoC metrics? I hosted two Google Hangouts for CX Day, the first of which I blogged about last week. What kinds of metrics are typical for each?

Metrics 71

Metrics Customer Experience Customer effort Surveys 71

Beyond Philosophy

JULY 31, 2017

I tell them in blogs, in the books I write, and in the webinars we offer. As opposed to the standard performance review that looks at metrics and highlights things to improve. For example, this article described a group of realtors in a session with a training firm that specializes in storytelling. Startling Revelation!

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. By monitoring a group of your customers going through the digital experience and watching for subtle changes in facial expressions, you can see how they are feeling at each stage in the experience.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Lumoa

JANUARY 5, 2023

Techniques for Measuring Customer Satisfaction Interviews and Surveys Focus Groups Online Feedback and Reviews Tips for Maximizing Customer Satisfaction Measurement Effectiveness Conclusion. There are three main approaches when it comes to measuring customer satisfaction: interviews and surveys, focus groups, and online feedback and reviews.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Feedback Surveys Customer Experience 40

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

SaaS 49

SaaS Metrics Customer retention Surveys 49

Whitepages Pro

APRIL 24, 2019

In our three part Transaction Risk API blog series, we have covered why we built it , how we built it , and today we will walk through what value it brings to the market. In our first blog of the series, we covered the evolution of fraud and how the landscape of today requires fraud detection earlier in the transaction flow.

APIs 40

APIs Marketing Engineering Metrics 40

AWS Machine Learning

APRIL 18, 2023

This blog post summarizes how the Amazon Machine Learning Solution Lab (MLSL) partnered with RallyPoint to drive a 35% improvement in personalized career recommendations and a 66x increase in coverage, amongst other improvements for RallyPoint members from the current rule-based implementation.

Personalization 72

Personalization Metrics Healthcare Automotive 72

Lumoa

JANUARY 3, 2023

and “What is your age group?”. Metric Selection: Optimize for impact within the organization. Then I wanted to talk about two topics that are very controversial – selecting metrics and scales. . Metric selection. There are many different metrics to choose from, such as CSAT, NPS, and Customer Effort Score.

Best practices 157

Best practices Surveys Metrics Construction 157

Totango

JANUARY 2, 2024

Mariana Lynch, ACA Group Claire also discussed how her team is focused on customizing their customers’ onboarding journeys to provide merchants with a consistent experience appropriate to their tier and improve the percentage of merchants going live with their product.

Automotive 102

Automotive Journey mapping Self service Sales 102

BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. The value of that improved metric plays a big role in the client’s bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. There was the realization that […] net revenue retention is the most important metric you can have and you better focus on that.”. You Mon joined the CHURN.FM

B2B 98

B2B B2C SaaS Metrics 98

Nicereply

DECEMBER 9, 2021

Customer lifetime value is a predictive metric that helps businesses estimate how much revenue they will earn from customers in their lifetime. Each business considers its unique metrics to come up with its customer health scores. Educational institutions may look at metrics such as class attendance. Define the Metrics.

Metrics 97

Metrics Surveys Education Customer effort 97

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. 1 That’s according to research by the Service Excellence Group (ServieXRG). The first way to do so is to ensure product adoption and use. Download the report.

B2B 98

B2B Upselling Customer retention Customer Support 98

Chip Bell

NOVEMBER 17, 2020

First, thank you Chip for allowing me to offer this guest blog. Qualtrics, one of the world’s leading customer experience assessment companies, recently published a blog post with a rather daunting title: Net Promoter Score Collapses During Pandemic.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

AWS Machine Learning

SEPTEMBER 7, 2023

This process requires breaking down data into three categories: 1) measurements available from the physical system, 2) the set of actions that can be taken upon the system, and 3) a numerical metric (reward) of equipment performance. The algorithm trained in this blog post is called “ Conservative Q Learning ” (CQL).

Metrics 97

Metrics Engineering Scripts Accountability 97

CSM Magazine

AUGUST 31, 2023

In this blog post, we’ll delve into how to master the complexities of GA4, ensuring you’re fully equipped to make the most out of this powerful analytics tool. Take advantage of: Cross-platform and cross-device tracking Building audiences based on predictive metrics Combining audiences to create even more targeted groups 4.

Analytics 52

Analytics Metrics Marketing Management 52

Lumoa

FEBRUARY 7, 2023

Focus Groups: when you want to get deep into conversations with your customers, focus groups are an excellent way to ask deeper questions. Most companies today use metrics like NPS, CSAT, and online ratings to gauge customer satisfaction, but they struggle to understand what drives these numbers.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

COPC

JUNE 9, 2023

Welcome back to our Balanced Scorecard Blog Series! By fostering a collaborative approach and consistently evaluating the metrics within your scorecard, you pave the way for informed decision-making and drive performance improvements across your organization. This monthly review should address three primary things: a.

Management 52

Management Coaching Metrics Average Handle Time 52

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141