Fonolo

SEPTEMBER 6, 2017

Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. If you’re looking for more information about ICMI Demo, or still need to get tickets, visit icmi.com/contact-center-demo-conference.

Contact Center 67

Contact Center Abandon rate Benchmark Call Center 67

Fonolo

MAY 1, 2018

Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Interaction Metrics

APRIL 4, 2019

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. The post Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month appeared first on Interaction Metrics.

Customer Experience 48

Customer Experience CRM Metrics Surveys 48

Fonolo

APRIL 30, 2018

Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change.

Contact Center 52

Contact Center call center professionals Education Call Center 52

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

Beyond Philosophy

NOVEMBER 30, 2023

The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. Then, measure their performance against the metric you choose to analyze your experience improvement efforts. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

delighted

APRIL 1, 2024

For a more quantitative metric, Net Promoter Score (NPS) surveys measure how likely attendees are to recommend your event to others on a scale of 0 (very unlikely) to 10 (very likely). How satisfied are you with the variety of topics presented at the conference? How many conferences do you attend per year? Check all that apply.

Surveys 100

Surveys Feedback Best practices Construction 100

Beyond Philosophy

DECEMBER 14, 2023

It is essential to put some of these metrics in place around brand attachment and emotions. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Click here.

Airlines 222

Airlines Metrics Management Technology 222

The GLOBO Blog

JUNE 22, 2017

GLOBO will demo its new chat translation tool at Call Center Week (CCW) Conference & Expo (booth #1019), held June 26 to 30 at The Mirage in Las Vegas, NV. The platform delivers real-time service level data, usage metrics, predictive analytics, trend analysis and population data. Follow #CallCenterWeek to join the conversation.

Average Handle Time 75

Average Handle Time Government Healthcare Contact Center 75

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Healthcare Call Center’s 30th Annual Conference: June 13-15, Pittsburgh, PA. and Now What?’

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

Beyond Philosophy

JANUARY 12, 2023

They see that living by numbers and metrics will not provide the big-picture vision that CEOs need. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. The CEO is the chief experience officer.

Engineering 195

Engineering Quality management CRM Customer Experience 195

Contact Center Pipeline

APRIL 27, 2017

WFM expert Tiffany LaReau’s insightful notes from the SWPP conference (a two-parter) were among our most-read blog posts this month. Other popular topics included agent scheduling, sales incentives and how to create a culture of accountability for achieving performance metrics. If […].

Metrics 140

Metrics Sales Accountability Management 140

Callminer

NOVEMBER 13, 2018

The collaborative atmosphere of the LISTEN conference is the perfect venue to highlight their success and allow others to learn from it and take ideas back to their companies. We love to recognize our customers in this way and allow them to share their speech analytics journey with the rest of our CallMiner users.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics SaaS Best practices Accountability 41

ShepHyken

OCTOBER 19, 2020

CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

Customer Service 187

Customer Service Chatbots Metrics Wait times 187

Beyond Philosophy

SEPTEMBER 6, 2017

Ensure that your CX improvement efforts and results get their due in meetings or you could find that what you need takes a back seat to the items that were discussed in the conference room. After all, as your performance improves, your metrics will, too. Neglecting to get senior management support.

Consulting 303

Consulting Consulting Finance Metrics 303

CustomerSuccessBox

AUGUST 25, 2022

Suggested Read : Top 10 SaaS Conferences of 2022. The CS festival will also put into perspective the integration of AI and CS, crucial metrics, and ways to successfully escalate CS operations. The participants/attendees will have both physical and virtual access to the conference. Did you miss them? Date: September 7-8, 2022.

SaaS 52

SaaS Education Metrics Marketing 52

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

AWS Machine Learning

NOVEMBER 22, 2023

As data and system conditions change, the model performance and efficiency metrics are tracked to ensure retraining is performed when needed. Your organization can choose the retraining mechanism—it can be quarterly, monthly, or based on science metrics, such as when accuracy drops below a given threshold.

APIs 97

APIs Metrics Enterprise Benchmark 97

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Callminer

JUNE 21, 2017

From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. Providing data, metrics and analytics. Using online training tools. What training methods have been the most successful for you?

Best practices 174

Best practices Call Center Morale Coaching 174

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Finally, a metric that tackles and mathematically pins down the complexity of actual product usage!

Best practices 105

Best practices industry standards Customer centricity Sales 105

Win the Customer

MARCH 20, 2015

In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […]. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization.

Customer Experience 144

Customer Experience Management Call Center Metrics 144

Interaction Metrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.

Metrics 48

Metrics Feedback 48

Interaction Metrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.

Metrics 48

Metrics Feedback 48

Fonolo

MARCH 4, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. Handpicked content for you: Top Customer Service Conferences in 2020. The Tools of the Trade: Technology and Metrics.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. What about a conference you already know this customer will be perfect for? eBook: Ultimate Guide to Customer Success Metrics. Ready to Learn More?

Upselling 59

Upselling Metrics Accountability Sales 59

Totango

MAY 17, 2023

Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the reins on defining the next generation of growth for our organizations.

Sales 106

Sales Marketing Metrics APIs 106

Call Experts

JANUARY 29, 2020

With a simple dashboard to show all of the metrics that matter most to your business, you can quickly and easily optimize to support your growth. . Dashboards provide real-time visualizations of the metrics that matter most to your business. Summer Conferences for Medical Professionals and Equipment Providers. Free your Phone!

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Global Response

MARCH 26, 2024

Evaluate the vendor’s performance metrics and quality control processes to ensure they meet your expectations. Your teams should be able to connect via email, video conferences, project management software, and live chat. Implement a system for regularly monitoring the BPO vendor’s performance against agreed-upon metrics.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

ScreenSteps Call Center

NOVEMBER 2, 2020

Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores. But how can you improve QA scores? And how can you improve CSAT? 3 common approaches to fixing QA and CSAT scores. coaching).

Call Center 52

Call Center Gamification Coaching Metrics 52

Quality Contact Solutions

OCTOBER 25, 2021

Metrics: You have to be able to measure results. Metrics provide essential information needed to evaluate the program from top to bottom in an easy-to-read report. We make outbound calls to renew memberships, win-back lapsed members, promote conferences, and cross-sell and upsell members with new membership programs.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Airlines 77

Airlines Wait times Metrics Morale 77

Interaction Metrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic , join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback.

Metrics 48

Metrics Feedback Surveys Consulting 48