PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. It's easier to sell a metric to leadership if other high-performing institutions are using it. A metric that everyone understands is a metric that everyone can act on. Technology has created a new age. You have a few.

Metrics 87

Metrics Customer Experience Banking industry standards 87

ThriveableBiz

FEBRUARY 27, 2022

It's easy to throw together surveys, but what damage is that doing your business? I've seen some shocking surveys from businesses. You're sending a survey to your customers because you need feedback. How many times have you received an email asking you to participate in a survey? As cold as ice and all about them.

Surveys 52

Surveys Feedback Sales Marketing 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Given the current state of technology, your strategic goals must now go beyond improving metrics. . – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ShepHyken

NOVEMBER 21, 2016

My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). It’s short – about 21 pages with a lot of pictures – but is packed with information you’ll need to know to get the most out of NPS and how to properly survey your customers. Salesforce Survey Shows Customer Experience Now Job No.

Customer Service 290

Customer Service Surveys Marketing Sales 290

Fonolo

MAY 22, 2018

Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October. This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. About the Survey.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Babelforce

AUGUST 27, 2020

In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook). But do you know *which* metrics are up to the task? CSat is basically the default customer satisfaction metric. Here’s how you can get inside customers’ heads….

Metrics 52

Metrics Benchmark Contact Center Customer effort 52

TechSee

MAY 1, 2022

Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty. The CSAT score is a commonly used metric that provides valuable insights and actionable data on how happy customers are in their interactions with a company. CSAT vs Other Customer Service Metrics.

Customer Experience 109

Customer Experience Surveys Benchmark Feedback 109

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. CSAT surveys are generally sent after a customer service interaction like a ticket, phone call, or live chat.

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Nicereply

DECEMBER 20, 2022

The churn rate is a metric that measures the percentage of customers who cancel their subscription or service within a given period of time. It’s an important metric for companies to track because it can give them insights into customer satisfaction and retention. What Types of Metrics Measure Customer Satisfaction?

Advertising 52

Advertising SaaS Metrics Surveys 52

Nicereply

APRIL 4, 2022

Remember, NPS surveys are a goldmine of valuable data – but first of all, you need to understand them. In this ebook you will find: What is NPS & why you should measure it. How to follow up after the NPS survey. Combining NPS with other metrics. How is NPS calculated. How to read the results of your score.

Surveys 52

Surveys Metrics Marketing 52

Nicereply

APRIL 4, 2022

Remember, NPS surveys are a goldmine of valuable data – but first of all, you need to understand them. In this ebook you will find: What is NPS & why you should measure it. How to follow up after the NPS survey. Combining NPS with other metrics. How is NPS calculated. How to read the results of your score.

Surveys 52

Surveys Metrics Marketing 52

ClientSuccess

AUGUST 23, 2022

you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. How to use Customer Effort Score with your other customer success metrics.

Customer effort 79

Customer effort Metrics SaaS Surveys 79

Customer Relationship Metrics

JULY 19, 2017

Where’s the fun in Customer Satisfaction Surveys? In the ebook, Avoiding Pitfalls of Customer Satisfaction Surveys: 19 Questions You Must Ask & 10 myths debunked you’ll learn about things you might have asked before. There is a lot of misguided information on customer satisfaction survey methods.

Surveys 65

Surveys Contact Center Customer centricity Marketing 65

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the quantitative side, however, much of the information gathered comes from on-platform performance or surveys. . eBook: Ultimate Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

Metrics 77

Metrics Feedback Surveys Accountability 77

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Why should CSMs track product metrics?

SaaS 52

SaaS Metrics Surveys Feedback 52

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Apart from these metrics, you can also measure agents on their overall quality of service. These are more of an internal metric, measured from a performance management point of view. Number of New Cases.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric. This metric can even mean that your IVR is too confusing , causing customers to give up before reaching an agent.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. CRM, Support Tool, NPS/Survey Tool, Product Usage Tool, Email, Notes), making it difficult to achieve a clear 360-degree view without tons of manual work or even a group of customer data analysts (expensive). Product Usage.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

ClientSuccess

MAY 24, 2022

This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented. Then, the answers to NPS survey questions are aggregated together to form the NPS score. But what is a good NPS?

Benchmark 52

Benchmark Metrics Surveys Management 52

ChurnZero

NOVEMBER 9, 2021

Use historical data to personalize surveys, so your customers are only answering questions that are directly relevant to their experience. Customer surveys and feedback are important to your Customer Success team for a number of reasons. We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. eBook: 5 Ways To Surprise & Delight Your Customers. Voice of Customer. Social Media.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Add online surveys, comment fields, and customer satisfaction surveys ( CSAT ) to provide additional color to your sentiment analysis.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Download your copy here.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

Global Speech Networks

JUNE 1, 2021

Refine your VOC survey timing. Choosing the right time to request feedback, you will boost survey participation rates and make the collected data more meaningful. how frequently should surveys be offered and when is the optimal time to present them? Short, sharp and frequent surveys are recommended for optimal response.

Feedback 52

Feedback Surveys Interactive Voice Response Best practices 52

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. Track metrics for success and improve the strategy and tactics as you progress. It’s also important that the metrics you gamify do not drive bad behaviors in agents. Yet managers continue to fall short. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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.”. FCR is Undeniably the Most Important Metric.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Remote work is a benefit that’s highly important to customer service agents. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Babelforce

JANUARY 19, 2021

CES surveys are generally a single question that customers answer on a scale from most to least difficult. A typical Customer Effort Scorecard looks like this: To understand CES across your service, simply calculate the average score from your survey results. CES surveys usually have either three, five or seven options in their range.

Customer effort 52

Customer effort Contact Center Self service Surveys 52

Comm100

JANUARY 25, 2018

In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. 10% higher customer metrics. For a truly holistic approach that will highlight all aspects of your business that can be improved, you also need to survey your employees.

Surveys 41

Surveys Feedback Morale Employee engagement 41

Playvox

DECEMBER 21, 2022

Managers and agents in our survey weren’t on the same page when it comes to training, with managers favoring instructor-led training and agents preferring to work with another CSR to learn the ropes of handling customer interactions. Related eBook: 9 Contact Center Metrics Essential for Success. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Gamification Surveys 70

Comm100

MAY 28, 2020

Here are a few things to look for when studying this metric: • How many chats are agents accepting as opposed to rejecting or passing to other agents? Increasingly, FCR is being recognized as one of the most (if not the most) important metrics to watch in customer service. Number of chats. Again, typically no. Customer satisfaction.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

SharpenCX

FEBRUARY 10, 2021

Interaction data is the thousands of metrics associated with each conversation between your customers and your agents. It helps you identify trends and patterns beyond your traditional call center metrics. Think about your customer surveys and what you learn in your agent 1:1s, here. Qualitative feedback.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . Traditional performance metrics are not relevant for self-service. The role of technology is more important than ever in improving customer service and operational efficiencies. What is Customer Self Service? Measuring Self-Service KPIs. Cost Effectiveness.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109