ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. With all the tools your team needs to be successful at its fingertips, your CSMs – and your customers – will reap the benefits.

Metrics 52

Metrics CRM Accountability Management 52

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics SaaS Sales Marketing 40

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Quality Assurance (QA) tools are great, but they tend to be reactive. It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. Leverage gamification as a powerful tool to encourage a sense of community and collaboration in your company culture.

Gamification 79

Gamification Contact Center Coaching Quality management 79

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

Feedback 52

Feedback Metrics Coaching Customer Experience 52

ClientSuccess

AUGUST 3, 2020

With so much growth behind us – and an incredible amount of projected change to come – customer success leaders should be asking themselves: are our team and tools future-proof? The industry growth shows no signs of slowing down, and customer success leaders must have the tools and resources to keep up with this innovation.

SaaS 81

SaaS Accountability Metrics Sales 81

Playvox

DECEMBER 21, 2022

Connection through tools like Slack. While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Related eBook: 9 Contact Center Metrics Essential for Success. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

SharpenCX

DECEMBER 23, 2020

No matter how successful specific tools are (for example, online self-service), companies that lack visibility into where customers are choosing to interact from touchpoint to touchpoint can still experience service breakdowns.” – McKinsey & Company.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ClientSuccess

MARCH 8, 2022

CLV planning and account forecasting can be daunting for CSM teams that don’t have the proper visibility and insights into key customer success metrics and data sources. eBook: 3 Steps To Putting Your Customer First This Year. eBook: 3 Steps To Putting Your Customer First This Year. appeared first on ClientSuccess.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

JANUARY 19, 2022

These meetings typically involve executives and other key stakeholders, so having the right metrics gathered and ready for review is crucial. To this end, building a renewal-specific playbook can give your CSMs the tools and resources they need to effectively and confidently manage this stage with any customer. Ready to learn more?

Metrics 77

Metrics Management 77

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. Look at schedule adherence and schedule compliance metrics.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

ClientSuccess

DECEMBER 27, 2022

Utilize analytics and metrics to measure customer success and identify areas for improvement. Creating a Customer Success Journey Map is not only an essential tool for keeping customers engaged, but it can also be the difference between achieving long-term success or falling short of customer expectations.

Journey mapping 52

Journey mapping Best practices Feedback Analytics 52

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

Feedback 40

Feedback Metrics Coaching Customer Experience 40

ChurnZero

NOVEMBER 9, 2021

They should be able to intuitively find the tools they need for whatever they want to accomplish with your product. Get All the Tools to Optimize the SaaS Customer Experience. 5 Customer Satisfaction Metrics You Should Be Monitoring – Find out why customer satisfaction metrics are down and how you can optimize them.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

SharpenCX

DECEMBER 23, 2019

Knowledgeable agents have access to the metrics they need to measure (and improve) performance regularly. Use these 7 agent-first metrics to give your team the performance knowledge they need. Give your agents the data, tools, and development they need to be knowledgeable experts for your customers.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

Noble Systems

JUNE 30, 2020

Speech Analytics tools allow companies to automatically screen calls that a call center might not otherwise be able to review manually. In addition, many call center analytics tools also include sentiment analysis that can determine whether customers are happy, angry or indifferent. 5 Benefits of Using Speech Analytics Tools .

Analytics 98

Analytics Contact Center Call Center Scripts 98

Comm100

DECEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant. In order to measure ROI, you need to establish some metrics: Business Metrics. Customer Experience Metrics.

Customer Experience 92

Customer Experience Metrics Morale Feedback 92

Babelforce

DECEMBER 9, 2020

How to measure the average speed of answer Long average speed of answer explained How to keep ASA reasonable Discover Conversational AI (eBook). Automated productivity tools including Natural Language Understanding are making a big dent in the cost and the time taken. Get your eBook! Discover conversational AI.

Average Handle Time 52

Average Handle Time Abandon Call Contact Center Interactive Voice Response 52

SharpenCX

APRIL 16, 2021

And, they need the right tools and support from leaders to keep well-being high. Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. But, don’t just reprimand them for a few missed metrics.

Customer Service 67

Customer Service Construction Coaching Metrics 67

Uniphore

JUNE 10, 2021

63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. Download the eBook.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Inbenta

MARCH 25, 2020

For example: Improve user experience: By adding a new self-service tool. It is, therefore, necessary to think carefully about the metrics to monitor to ensure that once in production, the solution in place meets these KPIs and to see how it can be improved if necessary. Our ebook will give you the keys to carry out this project.

Chatbots 89

Chatbots Self service Analytics Metrics 89

SharpenCX

AUGUST 4, 2021

Use agent scorecards as feedback tools to allow you to score specific agent behaviors when you review customer interactions. . Customize your cards and use a mix of questions to track your objective metrics and the subjective actions of your agent. Your executive team asks you to compile a list of key metrics and goals for your team.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Playvox

JANUARY 11, 2024

Overcoming the Shortcomings of Spreadsheets in Workforce Management Spreadsheets may have been the tool of choice for forecasting and scheduling when call centers were voice-only. Spreadsheets don’t function well as a reporting tool. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Uniphore

JUNE 10, 2021

Getting rid of outdated EX metrics and KPIs. Download eBook. We followed our webinar, Crack the Code on Contact Center Automation: Top 5 Agent Assist Tools for 2021, with a poll on how easily agents can access the tools they need. Educating, engaging and empowering employees. Use Self-Service to Handle High Call Volume.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. It provided all the right metrics to report to the management team.”. Read their latest report.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Babelforce

DECEMBER 2, 2021

Human-centered design, culture building, strategy setting and alignment, metrics, and Voice of the Customer (VoC) are great examples of CX sub-disciplines. Cloud reporting tools help by taking siloed data – stored within different departments – and sharing it across the company. The sub-disciplines of CX management.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

SharpenCX

MARCH 25, 2021

And, what tools exist out there to help you? Speech analytics tools help you transcribe and analyze the interactions that flow into your contact center, so you can act faster to refine your customer experience. With the right call center tools, you can transcribe each customer conversation.

Coaching 67

Coaching Analytics Call Center Quality management 67

SharpenCX

JUNE 8, 2021

Measure churn: If you’re not already measuring churn, this is an important metric to track. Metrics make something that can feel vague and ambiguous more concrete. SMART goals are fantastic coaching tools. Their call metrics keep trending up. And, support your team with the best tools. Instead, create S.M.A.R.T

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

JivoChat

NOVEMBER 9, 2021

For example, when they fill a form to download an ebook, sign up for your newsletter, or when they send you a direct message. Take advantage of the fact that the person has just gotten in contact with your company, whether by downloading an ebook or sending a message to your company’s Instagram profile.

Advertising 52

Advertising Sales Marketing Personalization 52

SharpenCX

JUNE 10, 2021

Provide your agents with the right tools. Give your agents the best tools to do their work. Read Next] Learn how an omnichannel platform is the ultimate tool for your team. With the right tools, your agents can make the job their own, without you standing over their shoulder. Start with coaching and training.

Morale 67

Morale Call Center Contact Center Coaching 67

JustCall

APRIL 4, 2023

With the right approach and training, an inbound call center can double up as a powerful tool for generating sales and building customer loyalty. You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. However, a call center is only as effective as its sales techniques and training.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are. When and how to use those metrics.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

ClientSuccess

JUNE 2, 2017

Dave Blake is Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

Interactions

JUNE 5, 2019

Especially when it comes to implementing technologies that your customers interact with, customer journey mapping is a vital tool to ensure that the right technology is being used in the right way. Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use. Ready to get started?

Journey mapping 54

Journey mapping Best practices Customer Experience Customer Care 54

ChurnZero

JANUARY 15, 2021

Expect to see companies setting standards for customer-facing teams around bandwidth and sound and lighting, but also investing in the tools that these employees need to make their setup look and sound professional. The number of integrations between Customer Success platforms and project management tools will also surge.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52