Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. You feel like no matter what you try, it’s not going to work. It’s holding you back. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. Is it really? Click to Tweet.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

Finance 98

Finance Education Sales Accountability 98

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

JustCall

DECEMBER 12, 2022

After all, AI is perhaps the greatest invention in technology that allows automating various aspects of business that may have previously involved investing a significant portion of the budget on human staff. While talking about cost, you might wonder how much conversational AI software costs. Isn’t it interesting?

Interactive Voice Response 52

Interactive Voice Response Chatbots Enterprise Scripts 52

Transparent BPO

NOVEMBER 18, 2019

That’s why, two years ago, Pat Ricken, our Director of Leadership Development, worked with the Operations team to design and launch a Leadership Development initiative she dubbed “Rising Stars.” But how do you get front line agents to the level where they are future leaders — the “Rising Stars?”

Contact Center 69

Contact Center Metrics Best practices Consulting 69

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. Similarly, your customer purchased your software to make a change. The trainer wouldn’t instruct you to start using every piece of equipment.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . Contact center outsourcing can take the weight of customer management off your shoulders. This is when contact center outsourcing comes into play.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Integrity Solutions

MARCH 23, 2022

Imagine that you coach a college rugby team. You have a potential star player. Will he ever be able to realize the potential that you know he has? He’s big, fast, talented, has a mean sidestep, the team respects him. However…he doesn’t really have much passion for rugby itself. Probably not.

Sales 52

Sales Coaching Education Accountability 52

SharpenCX

JULY 15, 2020

If you haven’t tried out their glasses yet, you should. If you’re still picking from the small selection at your optometrist’s office, you’re probably overpaying. And, you’re definitely missing out on some pretty cool frames. That’s why this month we’re crushing on Warby Parker.

Customer Experience 108

Customer Experience Contact Center Employee engagement Contact center software 108

JustCall

OCTOBER 6, 2022

Are you worried about sales rivaling your competitors? Fighting your way to the top by using sales battle cards is one of the best ways to increase your sales pipeline and boost customer growth rates. How do you use your sales battle cards? What can you include in your sales battle cards? What are sales battle cards?

Sales 52

Sales B2B SaaS Education 52

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. What is Customer Effort Score (CES)? How was CES developed?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

JivoChat

JULY 14, 2021

Are you swamped with phone calls and support tickets? If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service?

Self service 52

Self service Chatbots B2B Customer centricity 52

ChurnZero

JULY 12, 2019

When you think of the reasons why churn happens , what immediately comes to mind? And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. Does this sound surprising to you? The Beginning of the Journey.

Accountability 75

Accountability Metrics Education Marketing 75

Comm100

MAY 20, 2022

Customer service expectations have never been higher. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. People expect fast customer service. Chapter 5: Live chat statistics.

Wait times 72

Wait times Benchmark Sales Personalization 72

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

JivoChat

OCTOBER 19, 2021

Prospective customers will want to know that they can trust you before they decide to invest in your products or services. And, if you’re able to earn their trust, it will help you to secure more sales, improve your brand awareness, and boost your customers’ loyalty. . Read on to learn more. .

Education 52

Education Consulting Consulting Customer Service 52

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. Our teams around the world are in constant contact, and we’ve found some excellent ways to collaborate across four time zones. Customer service was one of these areas. They were tasked to deal with enquiries like these: A customer didn’t receive a shipment.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

CX Journey

MARCH 24, 2016

There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.

Metrics 53

Metrics Surveys Customer effort Education 53

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. Customer Success operations planning. Danielle Middlebrook, Sr.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

RapportBoost

DECEMBER 26, 2018

Bruce: Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. Live chat is growing in use–especially among millennial customers–and chat communications can be optimized using machine learning in order to improve engagement, reduce cost and grow sales.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Vistio

APRIL 2, 2022

Can you give our listeners and our readers some insight into your background? Can you give our listeners and our readers some insight into your background? So where you started, maybe your first job getting out of college, and then where you got to where you are today? Really quick. Absolutely. Yeah, sure.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

AWS Machine Learning

SEPTEMBER 6, 2023

You can easily try out these models and use them with SageMaker JumpStart, which is a machine learning (ML) hub that provides access to algorithms, models, and ML solutions so you can quickly get started with ML. Fine-tuned LLMs, called Llama-2-chat, are optimized for dialogue use cases.

Advertising 98

Advertising Coaching Benchmark Education 98

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Management 182

Management Customer Service Consulting Consulting 182

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Integrity Solutions

MAY 23, 2023

Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? In addition to making the sales environment more challenging, these variables have made the competition to win new customers that much fiercer.

Sales 92

Sales Coaching Brand ambassadors B2B 92

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

REVE Chat Blog

APRIL 8, 2020

Customers should be the focal point of every business. In the competitive marketplace, new businesses are springing up and the power is solely in the hands of customers to choose the brand, which is why understanding customer satisfaction is critical to ensure your long-term success. What is customer satisfaction?

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

JANUARY 28, 2022

To overcome this doubt-induced inertia, companies need to codify their strategies for effectively adopting new software, lest you end up with pricey shelf-ware or controlled chaos in a system that creates more issues than it solves. I’ve had the pleasure of working with some incredible teams during my time in Customer Success.

SaaS 98

SaaS Feedback Coaching Education 98

Russel Lolacher

JULY 26, 2022

A few reasons he is awesome – he is the President and Owner of Nater Associates, Ltd. Something is wrong with their understanding of what an ounce of prevention is all about in terms of commitment to safety and security, and [as an] investment in safety and security of people’s well-being while they’re with you.”

Consulting 94

Consulting Consulting Education Personalization 94

CSM Magazine

JULY 7, 2022

For too long, customer experience (CX) and employee experience (EX) have been pursued in silos, led by separate departments working from different data sources toward different goals. Total Experience (TX) seeks to change this norm by combining the needs of the parties at both ends of your business interactions – customers and employees.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

aircall

MARCH 19, 2021

For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. What is Customer Data? Customer data is the information that companies collect every time customers interact with them–both online and offline. Increase customer retention.

Sales 62

Sales CRM Marketing Best practices 62

CrazyCall

MAY 20, 2019

You might be an expert, a professional, an intermediate, or a complete newbie. Yet, you wouldn’t like to fall behind your competition and what they’re doing. Yet, you wouldn’t like to fall behind your competition and what they’re doing. Find your favorite ones and make them stick with you! It doesn’t matter.

Sales 123

Sales Coaching Scripts Education 123

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 129

Customer Service Personalization Self service Marketing 129

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Teresa Allen. Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114