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

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

Interaction Metrics

DECEMBER 10, 2018

The post How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo appeared first on Interaction Metrics.

Feedback 54

Feedback Surveys Metrics 54

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

CSM Magazine

MARCH 26, 2020

It’s evident that when customer support is natively integrated operation metrics will improve and customer satisfaction will soar. On-demand companies must adopt mobile as a primary platform for engaging with customers and include more than just the service in-app. has made this a priority and has already started to reap the benefits!

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 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 91

Best practices Metrics Education Customer advocacy 91

Select VoiceCom Blog

JANUARY 8, 2024

The Customer Satisfaction score, or CSAT score, is a key performance metric that is challenging for any business to maintain, even more so when your business is in the dynamic realm of media. Firstly, their CSAT metrics experienced a marked rise, moving from the low 70s to a commendable 90%.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Beyond Philosophy

NOVEMBER 30, 2023

For example, we worked with RICOH Printers, Canada, which became our case study based on their improvement of 34 points in the Net Promoter Score® 1 over 30 months. In his case, RICOH did that later in the process, but when they did, significant improvements manifested. NICE Systems, Inc., and Fred Reichheld.

Finance 195

Finance Customer centricity Accountability Technical Support 195

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

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 Chatbots Airlines 59

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

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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

8x8

FEBRUARY 22, 2018

Customer retention is higher–the study shows a 9.9 percent for other companies in the study. And, customer complaint metrics are markedly better as well. Use metrics and statistics. percent improvement for companies integrating the contact center with the business, as opposed to 5.3 So, how to proceed?

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

CSM Magazine

APRIL 9, 2024

Performance Analysis : Metrics such as throughput, cycle time, and resource utilization are essential for process optimization. Real-world Examples and Case Studies Success Stories from Software Companies Several organizations have reaped the rewards of process mining.

Construction 52

Construction Scripts Metrics 52

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 222

Customer Experience Contact Center Consulting Consulting 222

CX Global Media

AUGUST 1, 2019

Recently one of our BPO customers did a case study. They did a case study and they looked at the performance and sort of their agent productivity, with the amplifAI platform and without. You do that by driving the right actions based on those metrics and based on the performance of those agents. We’re growing fast.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Magazine

MARCH 13, 2024

In a recently published case study , and with Sabio’s help, Sweaty Betty launched an integrated omni-channel customer relationship management (CRM) platform that provided agents with 360-degree customer views leading to a 66% decrease in first response times. You can read the full case study here.

Customer Experience 52

Customer Experience Self service Chatbots Customer Care 52

delighted

OCTOBER 22, 2019

The team decided to use NPS as one of their key metrics for measuring exactly how a customer felt about their Bonobos experience and whether or not the customer would be willing to refer Bonobos to friends or family. Bonobos thrives on data and measures business decisions carefully.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. Are Case Studies Effective? Like any other field, the world is divided on the efficacy of case studies.

SaaS 10

SaaS B2B Feedback Education 10

8x8

FEBRUARY 22, 2018

Customer retention is higher–the study shows a 9.9 percent for other companies in the study. And, customer complaint metrics are markedly better as well. Use metrics and statistics. percent improvement for companies integrating the contact center with the business, as opposed to 5.3 So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

Customer retention is higher–the study shows a 9.9 percent for other companies in the study. And, customer complaint metrics are markedly better as well. Use metrics and statistics. percent improvement for companies integrating the contact center with the business, as opposed to 5.3 So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

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

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 Wait times Contact Center 105

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

JivoChat

JANUARY 15, 2023

Nearly all email platforms will have detailed analytics to help you track your email metrics. You can use your metrics to easily identify high or low-performing sequences and report results to your team. Use Case Studies as Sales Enablement Content. Whenever you can, send your case studies and social proof to your leads.

Best practices 75

Best practices B2B Sales Multichannel 75

Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. Get in touch !

Call Center 62

Call Center Metrics Coaching Surveys 62

OctopusTech

MARCH 3, 2024

Outline detailed requirements around business objectives, user journeys, features, content strategy, and success metrics. Browse through their portfolio, client testimonials, reviews, and case studies to evaluate previous work. More importantly, own overall success metrics – track adoption, and user feedback.

outsourcing 62

outsourcing Technical Support Government Metrics 62

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

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 98

Surveys Metrics Benchmark Wait times 98

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 259

Airlines Metrics Advertising Sales 259

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 100

Metrics Best practices Customer retention Enterprise 100

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

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Get personal with metrics.

Airlines 77

Airlines Wait times Metrics Morale 77