BlueOcean

NOVEMBER 19, 2024

Beyond the improved call center performance metrics, we saw substantial gains in our customer experience benchmarks. The post Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study appeared first on Blue Ocean. Schedule a call to discuss your custom IVR integration needs.

Interactive Voice Response 62

Interactive Voice Response Average Handle Time Contact Center Benchmark 62

Beyond Philosophy

JULY 17, 2017

At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. Case Study: Enhance Your CX with This Technology. Build-A-Bear knows you can buy a stuffed animal anywhere, but people go to their stores (and pay more) because of the emotional experience.

Technology 331

Technology Consulting Consulting Customer emotions 331

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Airlines 281

Airlines Metrics Advertising Sales 281

24-7 InTouch

OCTOBER 3, 2024

This boost in efficiency translated to enhanced productivity, as the number of reviews per hour (RPH) initially increased from 9 to 13, and with continued utilization of Sidd Pro, this metric further rose to an impressive 15.4 In the past, it used to take the agents 422 hours to handle 3,422 cases.

Personalization 69

Personalization Metrics Customer Experience Customer Service 69

24-7 InTouch

JUNE 20, 2024

By using our approach, the brand saw an increase in average order value and significant improvements in key performance metrics like voice of the customer (VOC) and average handling time (AHT). Download the case study to see the full impact of our training program and uncover insights that can drive your business forward.

Upselling 52

Upselling Average Handle Time Metrics Sales 52

24-7 InTouch

DECEMBER 9, 2024

Our Results The results of our collaboration have been overwhelmingly positive, aligning well with the client’s expectations across all efficiency and quality assurance metrics. The post Case Study: Leveraging Data Insights to Improve Customer Satisfaction appeared first on IntouchCX.

Abandon rate 52

Abandon rate Average Handle Time Analytics Feedback 52

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Best practices 92

Best practices Metrics Customer advocacy Education 92

24-7 InTouch

FEBRUARY 17, 2023

We leverage our expertise in the gig economy to launch and scale quickly while achieving key performance metrics: 95%+ CSAT 95% Service levels (Goal of 80%) 85%+ Voice Handled Compliance The post Case Study: Mosaic Languages Improves Global Reach appeared first on IntouchCX.

Metrics 52

Metrics Service level Customer Service 52

Genroe

OCTOBER 16, 2023

In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics.

Metrics 52

Metrics Customer Experience 52

Revation Systems

FEBRUARY 6, 2020

The healthcare organization was in need of a solution that could provide more granular data to provide better contact center metrics that would enable them to provide better care. With access to data in real-time and a deeper understanding of these metrics, healthcare contact center agents can offer a better experience to patients.

Abandon rate 62

Abandon rate Contact Center Technology Healthcare 62

CCNG

JUNE 8, 2022

Still, others have moved to these management systems, allowing agents to see how they’re doing on several different metrics – and thus potentially improving them. ? ?One As such, they will enjoy the dramatic improvements in both metric/KPI performance that many early-adopting contact centers already have experienced.

Contact Center 195

Contact Center CCNG Gamification Coaching 195

ShepHyken

NOVEMBER 20, 2017

A case study by Idaho Central Union by Avinash Bhaisa . My Comment: This is a great case study that proves that CX impacts the bottom line. 2) What are your favorite metrics to measure the success of CX initiatives and why? Each week I read a number of customer service articles from various online resources.

Customer Service 97

Customer Service Personalization Upselling Self service 97

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. 29:22 We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering).

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

24-7 InTouch

OCTOBER 7, 2024

Additionally, agents had to leave detailed case notes and categorize each case, increasing after-call work (ACW) and inflating AHT. With targets set on improving these metrics, they needed a solution that could streamline agent workflows while maintaining high service standards.

Average Handle Time 52

Average Handle Time Metrics Technology Customer Experience 52

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. If you want to tip the scales in your favor and produce good customer service results, see what skills , attitude and metrics you should follow.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

Nicereply

JUNE 18, 2020

Each of these metrics asks a different question and aims to address a different part of the experience you provide. There is currently no native way to measure any other customer satisfaction metric apart from CSAT in Zendesk. Luckily there are some 3rd party options that allow you to survey for other metrics. But guess what.

Metrics 86

Metrics Surveys Customer effort Education 86

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Failing to Monitor Results Lastly, failing to monitor and evaluate results is like driving a train blindfolded.

Contact Center 195

Contact Center CCNG Best practices Technology 195

Convoso

OCTOBER 10, 2019

How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. And get the case study for more on the Convoso features that helped RMC increase conversions by 75%.

Contact Center 120

Contact Center Contact center software Outbound sales call center software 120

24-7 InTouch

JANUARY 11, 2023

We leverage our expertise in the gig economy to launch and scale quickly while achieving key performance metrics: 95%+ CSAT. We partnered with a delivery service owned by a large multinational retail corporation to provide support to delivery drivers. 95% Service levels (Goal of 80%). 85%+ Voice Handled Compliance.

Customer Service 52

Customer Service Metrics Service level 52

Expivia

JULY 19, 2023

However, beyond these metrics, we also wanted to ensure we had agents who were naturally positive, eager to learn, and willing to make an effort. The post Transforming Your Contact Center Culture: A Case Study in Attitude and Effort appeared first on Expivia | USA Based Call Center.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

ProProfs Blog

DECEMBER 11, 2020

However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly. Some of the key benefits of in-app surveys related to service quality metrics are: Customer validation for specific offerings, services, and features. Monitoring Service Quality Metrics. Let’s check them out. Let’s find out!

Metrics 78

Metrics Customer Service Surveys Customer effort 78

Beyond Philosophy

FEBRUARY 15, 2021

You can improve metrics or change outcomes using behavioral science without creating a new product, reinventing the wheel, or rebranding. Customers rated customer satisfaction metrics on a 5-point scale. Wilson adds there’s also greater recognition of the cost-effectiveness of behavioral science.

Finance 221

Finance Consulting Consulting Metrics 221

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense.

B2C 207

B2C Banking B2B Customer advocacy 207

CX Accelerator

DECEMBER 31, 2018

They feel the pressure of meeting metrics but don’t know how and when to strike a balance. (one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

360Connext

OCTOBER 26, 2017

There is no perfect metric. Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. Then that might tell you about a cycle of unhappiness you need to correct.

Education 118

Education Customer centricity Metrics Customer Experience 118

Vistio

MAY 8, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                                Today we’re analyzing actual stories and case studies of the unintended consequences of performance management systems with our guest Dave Seaton. Thanks for joining us! [

Metrics 52

Metrics Customer Experience Airlines Government 52

ShepHyken

DECEMBER 9, 2019

4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. This article uses a small (as in local) ice-cream shop as a case study to showcase the ways any size business can take advantage of “playing small.” These brands know how to get customers to come back again and again.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? Deflection Rate.

Metrics 59

Metrics Average Handle Time Airlines Chatbots 59

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. CSAT shares some similarities with another popular customer satisfaction metric, Net Promoter Score (NPS) , as well as some key differences. These two metrics use similar scoring systems to measure different aspects of customer satisfaction.

Surveys 102

Surveys Metrics Benchmark Wait times 102

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour.

Call Center 105

Call Center Management Contact Center Wait times 105

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems.

Contact Center 109

Contact Center Technical Support Metrics CRM 109

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. . Overall NPS score.

Metrics 104

Metrics Best practices Customer retention Enterprise 104

CSM Practice

MAY 22, 2020

Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. Number of case studies generated. Number of advocates. Number of bookings.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Vonage

JULY 27, 2015

Our solution helped business software company, Qlik , to manage its call centre more effectively, with key operational metrics available in real-time. To find out more about how we’ve helped technology companies to stay ahead of the competition with great service, take a look at our case studies. Image from Pixabay.

Technology 125

Technology outsourcing Enterprise Sales 125

AWS Machine Learning

APRIL 29, 2024

The increasing number of trained tokens correlated with enhanced model performance, as measured by the perplexity metric. This is particularly evident from the direct comparisons of time-to-train metrics between Trainium and traditional GPU setups, where Trainium’s efficiency and cost-effectiveness shine. or reach out to our team.

APIs 127

APIs Healthcare Scripts Enterprise 127