ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Let’s explore the 4 gold metrics that drive every CX metric.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

HGS

JUNE 28, 2018

In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans. They range from simple, three-step processes to granular surveys with dozens of variables. Assessing Your BPO Journey.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

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. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

JANUARY 4, 2019

But perhaps more importantly, when customers are more self-sufficient, they also are better equipped to know what is possible with your software and use it more often and use more of it. “– Bill Cushard, Director of Marketing, ServiceRocket. More and more, customers are seeking out companies that share their values.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

But perhaps more importantly, when customers are more self-sufficient, they also are better equipped to know what is possible with your software and use it more often and use more of it. “– Bill Cushard, Director of Marketing, ServiceRocket. More and more, customers are seeking out companies that share their values.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Call centers do not work in a vacuum.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This frees up agents to focus on more complex issues and customer communications, reducing metrics like average handling time.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74