Customer Relationship Metrics

JULY 26, 2017

Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. And it sets agents up to fail in a customer-centric world. Just like you grade the call internally, your customer should grade the call externally.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

NobelBiz

MARCH 26, 2024

These components work together to create a cohesive, automated customer service ecosystem. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. – Salesforce Asia Blog Customer Experience Automation (CXA) represents a new era in customer service.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Totango

JULY 21, 2020

Use a customer success platform that allows you to connect multiple data points in one place to provide a real-time, 360-degree view of how your customers are doing today. Totango’s flexible, fully customizable customer success platform lets you create a customer-centric enterprise around your customers.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Reason #3 – You Left The Customer Out. The sad reality is that most QM programs do more harm than good.

Quality management 61

Quality management Management Coaching Calibration 61

Customer Relationship Metrics

JULY 27, 2017

Voice of the Customer programs that do not go beyond these very simple feedback activities can never be used for performance management. But to have a customer-centric performance management culture, using the Voice of the Customer is a primary necessity. Customer Sentiment versus Performance Management.

Morale 71

Morale Calibration Contact Center Surveys 71

ChurnZero

MARCH 17, 2022

In fact, one of my earliest mistakes was building a customer health score that was too complex to the point where I was spending more time tracking and calibrating the score rather than pushing the customer success objectives forward. and a retention metric (are customers showing commitment to use you again?).

Metrics 97

Metrics Calibration Accountability Customer Experience 97