Netomi

DECEMBER 23, 2021

As with any large project or undertaking, metrics are key in order to gauge performance. Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. Here, we break down the top 10 chatbot evaluation metrics to have on your radar. .

Chatbots 52

Chatbots Metrics Airlines Consulting 52

Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store! Qualitative or quantitative call center surveys.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. In fact, 83% of consumers surveyed by Eptica are happy to use web self-service systems in order to help themselves and over half (54%) would like to get answers through intelligent voice assistants.

Customer Service 79

Customer Service Self service Best practices Consulting 79

ChurnZero

DECEMBER 29, 2020

Top 4 Metrics Chief Customer Officers (CCOs) Must Know. With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

TeamSupport

JULY 27, 2020

Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs. Not all businesses are freezing spending.

B2B 90

B2B Finance Metrics Customer Support 90

Talkdesk

SEPTEMBER 2, 2015

To that end, we host a Customer Spotlight webinar series to explore advances in this field. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

Squelch

SEPTEMBER 20, 2019

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale. KM: Potential vs. Reality. The potential benefits of KM are huge. Start from the Top.

Surveys 40

Surveys Customer Support Consulting Consulting 40

Squelch

SEPTEMBER 20, 2019

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale. KM: Potential vs. Reality. The potential benefits of KM are huge. Start from the Top.

Surveys 40

Surveys Customer Support Consulting Consulting 40

Squelch

SEPTEMBER 20, 2019

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale. KM: Potential vs. Reality. The potential benefits of KM are huge. Start from the Top.

Surveys 40

Surveys Customer Support Consulting Consulting 40

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Did they complete the intended task, or even attempt to?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Help Scout

SEPTEMBER 18, 2018

Instead of replying with a link to the knowledge base Doc and moving on, using Support-Driven Growth you might reply: “ Yes (here are the details) — and I notice you just started a trial but you haven’t been to a webinar yet. We send one of a few different saved replies depending on their response to the survey. Really well.

Coaching 40

Coaching Customer centricity Upselling Sales 40

Amity

JANUARY 13, 2016

Customer Success Metrics. We need to understand the basic metrics around customer success so that we can improve it. The problem is, the most obvious metric is actually one of the least useful: Churn % (Revenue and no. Churn is a trailing metric. Survey them. • Register For Our Upcoming Webinar.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. It aimed at discovering operational metrics and useful practices that have increased customer success in the segment. Defining the Low Touch Segment.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Comm100

SEPTEMBER 28, 2016

Work with your analysts to identify indicators of customer churn; whether it’s an outright cancellation or a subtler metric, it should be defined by carefully analyzed customer data. Additionally, there can be instances in which the simplicity of the above formula can create unreliable metrics from month to month. Conclusion.

Customer retention 63

Customer retention Scripts Accountability Metrics 63

ChurnZero

MARCH 20, 2020

Departments share company-wide goals, but often have differing views on how to achieve them due to isolated focuses, competing priorities, and individual success metrics. Upcoming Webinar: Unpacking the Power of the Executive Business Review. Join this webinar to learn: The different types of customer reviews and when to use them.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. I hope you can join us in October 2020. You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

SmartKarrot

MAY 28, 2021

This metric is an evaluation of all your departments. Take for example: You own a digital marketing consultancy. This may include customer-focused content such as blogs, videos, self-help guides, webinars and more. You need to promote transparency or conduct a survey on how the customer is enjoying your product or service.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

JUNE 22, 2020

As growth consultant, Lincoln Murphy says, “The initial sale is critical, but it’s just the tip of the iceberg.” It should be – surveys show that existing customers are much easier to sell to: the probability of converting an existing customer is 60-70%, compared with only 5-20% for acquiring a new customer.

Upselling 10

Upselling SaaS Consulting Consulting 10

Amity

FEBRUARY 8, 2018

I then I worked for a variety of small startups providing a mix of web consulting and client service until I found Q4 Inc. years, where I managed a team of Client Success Managers, providing website consulting, online webcasting, and conference call services with a very low error rate to many of North America’s Fortune 500 companies.

Accountability 71

Accountability Metrics Feedback Enterprise 71

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. Success Metrics for the Project. Success Metrics for the Business.

Analytics 93

Analytics Government APIs Metrics 93

CSM Practice

DECEMBER 4, 2020

Irit Eizips: Hello my customer success friends, Irit Eizips here from CSM Practice, a customer success consulting firm. Other companies use similar survey experimental sort of assessment, but very few now go on that value management. Today I have Chris Singh, Global head of customer success management at SAP. Hello Chris.

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. What metrics do you watch closely? I went to school for brand communications and marketing.

Coaching 0

Coaching Engineering Upselling Marketing 0

aircall

JANUARY 19, 2021

Use automated surveys to get valuable feedback from customers or obtain a Net Promoter Score. Call center analytics: Provides a central dashboard to keep track of all call center metrics, such as wait times, missed calls, and call volume. Triggers automated surveys for immediate feedback. Multiple communication channels.

voip 62

voip Interactive Voice Response Sales Government 62

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Analytics 43

Analytics Metrics Government Journey mapping 43

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Feedback surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. The second point from the survey revealed that quantifying the ROI of customer experience is still one of the toughest challenges for CX leaders. The metrics are really outcomes.

Education 40

Education Metrics Marketing Journey mapping 40