Totango

FEBRUARY 19, 2020

Hi, Today we have some exciting product updates, as well as an upcoming webinar you can join for more best practices. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. SuccessBLOC Scorecards, Now With User KPIs.

Metrics 71

Metrics Best practices Accountability Technology 71

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

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?” We took the results of this collaboration and created a webinar to help disseminate the results.

Metrics 41

Metrics SaaS Best practices Accountability 41

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. 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. Overlapping metrics between customer success and product.

Metrics 40

Metrics SaaS Sales Marketing 40

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

SaaS 59

SaaS Customer retention Coaching Consulting 59

Tethr

JUNE 1, 2020

Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—may It’s time to stop forgetting the customer in QA measurement.

Metrics 75

Metrics Scripts Coaching Accountability 75

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Enterprise Surveys 98

CSM Magazine

JULY 25, 2019

To find out how, join Incite Group’s webinar, “Supercharge Your Workforce” (July 30, 11 AM EST). Register for this free webinar and join us on July 30 at 11am EST (9:00am CDT, 7:00am PDT, 3:00pm BST. (If Analyze Key Metrics and Quality Assurance: NPS? Register for this free webinar – Click Here!

Metrics 40

Metrics Customer Service Customer Support Customer Experience 40

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. Workforce management will have a positive impact on your contact center — when you get it right.

Management 52

Management Contact Center Abandon rate Metrics 52

Kayako

NOVEMBER 4, 2015

The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. Sign up for the webinar now. How prepared are you for managing your complaint crisis? The winners will be chosen after the webinar. How do you think you’d cope with that?

Banking 88

Banking Accountability Metrics Management 88

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was. Think about it.

Analytics 83

Analytics Customer Experience Management Surveys 83

COPC

JUNE 10, 2021

From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews virtually, vendor management organizations (VMO) are doing their best to navigate the business effects of COVID-19. Optimizing virtual management and supplier business planning.

Real estate 52

Real estate Management Government Business Process Outsourcing 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]. Listen to John Goodman explain how to measure, manage, and modernize your customer experience strategy.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar). So, now what? Wait, say that again?

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Monet Software

AUGUST 27, 2020

When you’re just getting started with quality management (QM), it can be overwhelming. Most contact center managers will run reports tracking various quality metrics over time. If a particular QM metric is on an upswing, that’s great. Outliers will exist for nearly every metric. Or what about looooong calls?

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Quality management Call Center Management Call flow 62

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

ChurnZero

AUGUST 9, 2019

5 Common Mistakes Customer Success Managers Make When Managing Their Day (And How You Can Avoid Them). Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue. . Upcoming Webinar. low-hanging fruit). .

Management 58

Management SaaS Metrics outsourcing 58

Education Services Group

MAY 12, 2022

In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Stop thinking about NPS as a metric. That’s right, zero. The Resolution.

Metrics 52

Metrics Surveys First call resolution Customer effort 52

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. What Is Time Management? Time management is the process of planning how to divide your time among activities. In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience.

Time management 56

Time management Contact Center Management Schedule adherence 56

ChurnZero

MAY 25, 2023

While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. Metrics for forecasting renewals, upsells and downsells While customer renewals are typically measured with a distinct set of metrics—it’s important for CS leaders and CSMs to also have a grasp of a broader set of revenue metrics.

Upselling 97

Upselling Metrics Surveys Accountability 97

Fonolo

FEBRUARY 21, 2019

When it comes to service levels, leveraging the right technology can go a long way in improving declining service levels and, as a result, improve other important call center metrics such as CSAT. How to Efficiently Manage Service Levels with the Right Technology. We talk about: The Role of Workforce Management.

Service level 70

Service level Technology Management Contact Center 70

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Accountability 62

Accountability Management Upselling SaaS 62

RapportBoost

OCTOBER 20, 2018

Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category. ” Registration information for the webinar can be found at [link]. About RapportBoost. RapportBoost.AI RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! 5 Metrics that shape your SaaS customer support model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. Manage volume of business fluctuations nimbly?

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. Manage volume of business fluctuations nimbly?

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. Manage volume of business fluctuations nimbly?

Metrics 48

Metrics Customer Experience Contact Center CRM 48

Totango

FEBRUARY 1, 2022

So, Chris teamed up with Elizabeth Tajonar, Senior Enterprise Customer Success Manager at Totango, to develop an implementation and enablement plan that would help them get their teams trained on the software quickly and effectively so they could start crushing their CS goals. Use Metrics to Measure Adoption. 4 Key Takeaways . .

Best practices 96

Best practices Metrics Enterprise Management 96

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. In the relatively new field of customer success, however, you might not have the benefit of this experience within your own team—which is why we’re here to help.

Best practices 52

Best practices Accountability Management Metrics 52

Totango

OCTOBER 22, 2020

The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios. Aided by this software, your escalation management framework can be vigilant towards these indicators: 1. Develop Escalation Plans from the Data in Your Escalation Management Framework. Support Tickets.

Management 64

Management Morale Enterprise Accountability 64