ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health. As drivers of recurring revenue, CS teams are critical to the health of SaaS organizations.

Management 52

Management SaaS B2B Metrics 52

Hodusoft

NOVEMBER 14, 2024

HoduCC's Predictive Dialer Carves a Place on Software Advice's FrontRunner 2024 List Legendary Greek philosopher Aristotle rightly said, “We are what we repeatedly do. Reporting/Analytics: This feature views and tracks pertinent metrics, such as total calls attended, average handle time, and abandonment rate.

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

ShepHyken

JUNE 2, 2024

My Comment: This article starts with a nod to NPS and the success of companies using this metric to measure customer satisfaction. One of the authors came up with another metric, Customer Surplus Value (CSV), to complement NPS. This is “the difference between what consumers are willing to pay for a product or service and its price.”

Customer Service 206

Customer Service Chatbots Metrics Consulting 206

AWS Machine Learning

NOVEMBER 15, 2024

In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce. The platform has delivered strong results across several key metrics. 3778998-082024

Chatbots 114

Chatbots Engineering Enterprise Government 114

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? Gen Zers are much less likely to trust organizations than Baby Boomers.

Customer Service 153

Customer Service Best practices Metrics Banking 153

ShepHyken

MAY 13, 2024

The Key Metric to Customer Retention by Jess Pingrey Many metrics go into analyzing customer retention rates, and churn rate is crucial to understanding why customers stop using your product or service or stay with you long-term. My Comment: I enjoy articles on customer service metrics. What Is Churn Rate?

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

Vistio

OCTOBER 17, 2024

We are excited to announce that Vistio has been named one of the top companies in the Best Supporting Learning Tech category in the prestigious 2024 Talented Learning LMS Awards. This makes it easier for agents to manage complex scenarios while improving metrics such as first-call resolution and customer satisfaction.

Gamification 52

Gamification First call resolution Contact Center Metrics 52

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? Gen Zers are much less likely to trust organizations than Baby Boomers.

Customer Service 147

Customer Service Best practices Metrics Banking 147

AWS Machine Learning

NOVEMBER 19, 2024

Gain insights into training strategies, productivity metrics, and real-world use cases to empower your developers to harness the full potential of this game-changing technology. Discover how to create and manage evaluation jobs, use automatic and human reviews, and analyze critical metrics like accuracy, robustness, and toxicity.

APIs 88

APIs Enterprise Best practices Government 88

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. Let Totango support your business growth in 2024 We’re excited about the future of customer success and the role we can play in business growth for 2024.

Enterprise 119

Enterprise Best practices Analytics Metrics 119

AWS Machine Learning

DECEMBER 3, 2024

According to New Relic’s 2024 Observability Forecast , businesses face a median annual downtime of 77 hours from high-impact outages. It examines service performance metrics, forecasts of key indicators like error rates, error patterns and anomalies, security alerts, and overall system status and health. million per hour.

Customer Experience 99

Customer Experience Engineering Enterprise Benchmark 99

SharpenCX

DECEMBER 26, 2023

You can measure many metrics in your contact center, but just because you can doesn’t mean you should. The post Top 3 Contact Center Metrics to Measure in 2024 appeared first on Sharpen. We’ve all seen it—contact center scorecards that look more like laundry lists and dashboards that look more like Sudoku puzzles.

Contact Center 67

Contact Center Metrics Cloud contact 67

AWS Machine Learning

MARCH 11, 2025

OpenAI launched GPT-4o in May 2024, and Amazon introduced Amazon Nova models at AWS re:Invent in December 2024. How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics? Vector database FloTorch selected Amazon OpenSearch Service as a vector database for its high-performance metrics.

Benchmark 94

Benchmark APIs Enterprise Scripts 94

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Work with an expert like us!

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

AWS Machine Learning

MARCH 18, 2025

Additionally, the complexity increases due to the presence of synonyms for columns and internal metrics available. I am creating a new metric and need the sales data. Firstly, LLMs dont have access to enterprise databases, and the models need to be customized to understand the specific database of an enterprise.

Enterprise 79

Enterprise Chatbots Engineering Metrics 79

ChurnZero

NOVEMBER 11, 2024

Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. Here’s his take, from the 2024 Customer Success Leadership Study Webinar. In 2024, only 43% of CS teams report to the CEO. What else did we learn in the webinar?

Personalization 52

Personalization Metrics 52

VirtualPBX

NOVEMBER 29, 2023

In this article, we will explore the fundamentals of VoIP, its operational mechanisms, and the six critical reasons why your business should consider switching in 2024. VoIP analytics offer detailed information about call metrics, including call volume, duration, and peak calling hours. What is VoIP? So, what is VoIP ?

voip 98

voip Analytics B2B Technology 98

ChurnZero

NOVEMBER 11, 2024

Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. Here’s his take, from the 2024 Customer Success Leadership Study Webinar. In 2024, only 43% of CS teams report to the CEO. What else did we learn in the webinar?

Personalization 52

Personalization Metrics 52

ChurnZero

DECEMBER 19, 2023

Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR). Churn rate. Expansion revenue. Health scores.

Metrics 52

Metrics Finance Surveys Marketing 52

ShepHyken

OCTOBER 1, 2023

AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Two areas not typically considered in this metric, should be. My Comment: I’m honored to make this list: Top Five Customer Experience Keynotes Speakers to Book in 2024! The first is from the customer’s experience.

Customer Service 173

Customer Service Average Handle Time Contact Center Metrics 173

Totango

MAY 7, 2024

Strategy #3: Share revenue responsibility and success metrics There’s been a major shift in the B2B space over the past few years. It also means that both Sales and CS need to share responsibility for key revenue metrics, including: Net Revenue Retention Sales and CS should both own NRR.

Sales 103

Sales Upselling Metrics Accountability 103

ChurnZero

OCTOBER 10, 2024

Two-thirds of CS leaders say they’re delaying purchases by three months or longer in 2024. Next week, Kristen will show CS leaders how to build a better business case for bigger budgets at ZERO-IN 2024. But to find yours, start working with metrics from the top down. Here are my top recommended fixes for a CS team in flux.

Finance 52

Finance Metrics Sales Accountability 52

Totango

MAY 15, 2024

Establishing clear metrics, out-of-the-box templates, and KPIs to demonstrate the value of AI features ensures that AI initiatives deliver tangible benefits and effectively address customer needs. Prepare to showcase customer value. Our takeaway : The impact value of AI begins and ends with business goals.

Sales 110

Sales Enterprise B2B Marketing 110

Helpware

JUNE 4, 2024

As much as at its core programming revolves around 1's and 0's, quantifying the performance of development teams is a far more complicated story than one number can tell. Measuring and tracking development efficiency has been an ongoing topic of debate and one of the most difficult parts of any engineering manager’s job.

Metrics 79

Metrics Engineering 79

Genroe

MARCH 13, 2024

The post 8 Essential Customer Experience Metrics and Best Practices (2024) appeared first on Genroe | Customer Experience | Net Promoter Score. Unlock the secrets of CX success! Master the art and science of measuring customer experience in this game-changing guide.

Best practices 52

Best practices Metrics Customer Experience 52

ShepHyken

NOVEMBER 6, 2023

How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko (Eglobalis) Economic forecasts are subdued for 2024. Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance.

Customer Service 178

Customer Service Self service Surveys Contact Center 178

AWS Machine Learning

JULY 25, 2024

The node recovery agent is a separate component that periodically checks the Prometheus metrics exposed by the node problem detector. Additionally, the node recovery agent will publish Amazon CloudWatch metrics for users to monitor and alert on these events. The following diagram illustrates the solution architecture and workflow.

Construction 108

Construction Metrics Scripts Engineering 108

Outsource Consultants

JANUARY 3, 2024

Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Tackling 2024: This Year’s BPO Industry Predictions Prediction: Technology Investment Soars in Response to Labor Cost Savings Why?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

AWS Machine Learning

FEBRUARY 18, 2025

For example, it can correctly interpret user input date formats such as 2024-05-10 or 10th May 2024. Anthropics Claude 3 Sonnet model was selected for informative and comprehensive answers and the ability to understand diversified questions.

APIs 70

APIs Engineering Metrics Big data 70

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. There’s much common ground—especially around use cases in the contact center.

Contact Center 62

Contact Center Surveys Self service Analytics 62

AWS Machine Learning

SEPTEMBER 18, 2024

Real-time performance dashboards with few-click setup – SageMaker HyperPod integrates seamlessly with real-time dashboards to monitor node health, GPU utilization, network traffic, and other key metrics. This is required because you need the exporter services on the cluster to emit metrics to Amazon Managed Service for Prometheus.

Scripts 106

Scripts Metrics Management Accountability 106

ChurnZero

OCTOBER 8, 2024

Their top metrics are almost all revenue-driven. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year.

SaaS 59

SaaS Surveys Metrics Sales 59

CSM Magazine

MARCH 26, 2025

A 2024 survey identified Spring Boot as the most adopted Java framework at 62%, with Quarkus at 15% and Micronaut at 10%. Automated checks flag issues early, while metrics solutions like Prometheus track real-time performance. Continuous integration and delivery pipelines add automated testing layers, reducing errors before production.

Finance 52

Finance Benchmark Enterprise Surveys 52

AWS Machine Learning

JANUARY 28, 2025

During re:Invent 2024, we launched latency-optimized inference for foundation models (FMs) in Amazon Bedrock. To effectively optimize AI applications for responsiveness, we need to understand the key metrics that define latency and how they impact user experience. These metrics are shown in the following diagram.

Benchmark 70

Benchmark APIs Engineering Metrics 70

ChurnZero

JANUARY 10, 2025

But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), Digital customer success trend #4: AI, AI, and more AI Artificial intelligence (AI) became the ultimate buzzword in 2024, and thats not going to change any time soon.

B2B 52

B2B Journey mapping Metrics Enterprise 52

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 2: Align community metrics with organizational goals. Here’s what we learned, with five actionable steps for success.

SaaS 52

SaaS Gamification B2B Metrics 52

Interaction Metrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? Businesses can overlay real-time metrics, bridging the gap between static planning and dynamic CX optimization.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62