TechSee

MARCH 19, 2019

When a customer searches through FAQs, follows a video tutorial, asks a question on a user forum and still does not have a satisfactory answer to their question, resulting in a call to customer service, is that resolution considered a first contact resolution (FCR)? New Self Service KPI Metrics. Call Deflection Rate.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Is NPS Still the Best Metric for Customer Satisfaction? Is NPS over-rated?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Interaction Metrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry.

Metrics 62

Metrics Surveys Education Feedback 62

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

VirtualPBX

APRIL 1, 2021

Keep the production and efficiency high and your meetings short with our new Video Conference Survivor feature. Video Conference Survivor is offered exclusively at VirtualPBX, so don’t waste time in another meeting without it. How Video Conference Survivor Works. Our new Video Conference Survivor feature is available today.

Morale 98

Morale Metrics Personalization 98

GetFeedback

OCTOBER 8, 2020

Simplifying CX YouTube series video on how to use the CES metric.

Metrics 109

Metrics Customer effort 109

SharpenCX

DECEMBER 13, 2021

To get you started, we’ve compiled a few useful metrics and tactics to ensure your remote agents are engaged, motivated, and successful in their at-home offices. Hold Routine 1:1s and Feedback Sessions: We all get tired from a calendar that’s overcrowded with video call meetings. Make your Metrics Visible.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Video is the new Face-to-Face. Revenues – when using video as a communications channel, 59.1% without video.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Concentrix

SEPTEMBER 1, 2022

Leverage customer and brand loyalty to collect customer feedback for higher customer retention metrics and a better brand experience. The post Loyalty Voices: Boost Customer Retention Metrics appeared first on Concentrix.

Customer retention 62

Customer retention Metrics Feedback 62

Concentrix

SEPTEMBER 1, 2022

Leverage customer and brand loyalty to collect customer feedback for higher customer retention metrics and a better brand experience. The post Loyalty Voices: Boost Customer Retention Metrics appeared first on Concentrix.

Customer retention 62

Customer retention Metrics Feedback 62

Tethr

AUGUST 17, 2021

As proponents of a low-effort approach to CX , we’ve implemented our own benchmarking metrics for customer effort. And those metrics are exactly what CX leaders need to be tracking in order to start benchmarking customer experience. These are just a few of the reasons benchmarking customer experience with effort metrics (like ours!)

Benchmark 80

Benchmark Metrics Customer Experience Customer effort 80

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Best practices 91

Best practices Metrics Education Customer advocacy 91

Taylor Reach Group

APRIL 5, 2019

AHT: the Most Misunderstood Metric in Call or Contact Centers. This post is also available as a video post on our YouTube channel, click to watch the video here. By John Cockerill. Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly.

Average Handle Time 93

Average Handle Time Metrics Consulting Consulting 93

GetFeedback

MARCH 2, 2021

Simplifying CX YouTube series video on how to use the NPS metric.

Metrics 78

Metrics 78

NobelBiz

SEPTEMBER 23, 2021

Like many other metrics, adherence is a data point that needs to be managed properly in order to make it successful. The post VIDEO & ARTICLE: What Is Agent Adherence & How to Improve It appeared first on NobelBiz®.

Metrics 52

Metrics Management 52

NobelBiz

AUGUST 21, 2020

Customer effort score is one of those metrics that are slightly newer that most businesses haven’t gotten a grasp of yet. The post VIDEO: What Is the Customer Effort Score? So, read this explanation from Roy Atkinson and you’re already getting ahead of the competition! appeared first on NobelBiz®.

Customer effort 52

Customer effort Metrics 52

JivoChat

NOVEMBER 2, 2021

How often do you watch videos on Youtube, Instagram, Twitter, or other platforms? According to Wyzowl research, 68% of the consumers affirmed pandemic has impacted on the quantity of videos they watch online, among them, 96% said it has increased. What is video content marketing? Why is video content marketing important?

Marketing 52

Marketing Scripts Metrics Sales 52

CSM Magazine

SEPTEMBER 22, 2022

One way to do that is through posting informative videos on your website and producing video ads. Video ads can help you improve your customer service by leaps and bounds (in comparison to traditional means.). This article discusses the top 10 reasons why you should use video ads to 10x your customer service: 1.

Customer Service 52

Customer Service Entertainment Advertising Engineering 52

Quiq

DECEMBER 8, 2021

The beginning of the year is a great time to start tracking your customer success metrics. Use success metrics to: Gauge the success of new initiatives. Success metric #1: Customer satisfaction. Success metric #2: Customer effort score. Success metric #3: Net Promoter Score®. Predict customer loyalty.

Metrics 52

Metrics Surveys Chatbots Best practices 52

CCNG

OCTOBER 18, 2023

The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. Embracing Humanity in the Numbers In conclusion, Dan stressed the significance of balancing EX, CX, and Financial Strength while embracing the human aspect within these metrics.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? We recorded a video with our Founder & CEO, Puneet Kataria to discuss the same. ? ? ?.

Metrics 88

Metrics SaaS Marketing Sales 88

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]. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

GetFeedback

JANUARY 31, 2021

Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them.

Metrics 78

Metrics 78

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

CustomerSuccessBox

APRIL 19, 2022

Similarly, customer journey analytics will allow contact center professionals to smoothly monitor contact center metrics and help them analyze the serious metrics that impact key business objectives like the cost to serve, NPS, etc. Metrics at different stages of the customer journey that require analytics. Onboarding Stage.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. Stop thinking about NPS as a metric. Viewing NPS as another CX metric to track muddies the potential impact it can have on your organization. That’s right, zero. Go back and read!

Metrics 52

Metrics Surveys First call resolution Customer effort 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

Education Services Group

SEPTEMBER 15, 2020

Marketers regularly rely on email metrics because that data tells them who is ready to move down the funnel, and maybe even talk to a salesperson. Email metrics serve as customer engagement metrics, which are incredibly powerful predictors of churn. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Marketing Best practices Personalization 52

Monet Software

JULY 30, 2019

How well agents perform their jobs, and how well they adhere to company policies and procedures has a direct impact on KPIs and other critical metrics. More importantly, how are these delays affecting average handle time and other metrics? Check out these videos to see call center metrics in action.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

Virtual Live Labs

DECEMBER 13, 2021

Leaders may not even know the negative gossip is happening until some metric shows up on a spreadsheet and the executive or contact center director is asking what’s happening. In this video, it’s best to give an overall summary of the change and say that more details are coming. So duplicate that in a virtual/work-at-home environment.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Virtual Live Labs

DECEMBER 13, 2021

Leaders may not even know the negative gossip is happening until some metric shows up on a spreadsheet and the executive or contact center director is asking what’s happening. In this video, it’s best to give an overall summary of the change and say that more details are coming. So duplicate that in a virtual/work-at-home environment.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Social media Data support Ticket data Customer satisfaction metrics. The issue was the AI didn’t pinpoint why the customers were leaving. Here’s the thing: AI models are outstanding at predicting customer behavior.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Kayako

JUNE 8, 2017

Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Productivity is not the only metric that matters. An insights panel or dashboard won’t be able to capture these detailed metrics. Customers helped.

Metrics 96

Metrics Customer Experience Average Handle Time Surveys 96

GetFeedback

JUNE 30, 2020

Simplified CX YouTube series episode on how to use the CSAT metric.

Metrics 78

Metrics 78