ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Beyond Philosophy

JUNE 11, 2021

We also discovered that when they were squeaking, we would add resources to manage their accounts. We ended up where we had customers generating decent revenue, but nowhere near the revenue they should to warrant the resources that we had devoted to the management of the account. Holding Customers Accountable.

Airlines 248

Airlines Accountability Banking Telecommunications 248

CX Accelerator

APRIL 1, 2020

Accountability. Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. What’s driving this paradoxical shift?

Metrics 182

Metrics Morale Benchmark Government 182

AWS Machine Learning

OCTOBER 5, 2022

So much exposure naturally brings added risks like account takeover (ATO). Each year, bad actors compromise billions of accounts through stolen credentials, phishing, social engineering, and multiple forms of ATO. To put it into perspective: account takeover fraud increased by 90% to an estimated $11.4 Overview of solution.

Accountability 71

Accountability APIs Metrics Engineering 71

CCNG

APRIL 20, 2022

Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Callminer

MAY 27, 2020

Most call centers incorporate sophisticated Interactive Voice Response (IVR) systems alongside standard phones, and monitor and analyze a slew of metrics to progressively improve service quality. resetting a password, getting their account number, changing their profile information, etc.) that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. For less than $10 each month, you can secure a pro account, granting you access to a library of stock photography, thousands of design templates, and the option to store your brand colors and fonts.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

TechSee

SEPTEMBER 21, 2021

McKinsey reports that cablecos still account for more than 60% of all connected homes, with the key providers averaging an impressive 25% return on invested capital. An increasing number of viewers are shifting to digital media due to the sheer array of options it presents. Factors Affecting the Cable Digital Transformation.

Advertising 41

Advertising Entertainment Self service Banking 41

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Prospecting, opportunity progression, and customer engagement present exciting opportunities to utilize generative AI, using historical data, to drive efficiency and effectiveness.

Sales 109

Sales Accountability Feedback Metrics 109

AWS Machine Learning

JUNE 20, 2024

This makes it difficult to apply standard evaluation metrics like BERTScore ( Zhang et al. Addressing these evaluation and observability challenges is an active area of research, because robust metrics are critical for iterating on and deploying reliable RAG systems for real-world applications.

Metrics 117

Metrics Engineering Accountability Benchmark 117

ClientSuccess

NOVEMBER 24, 2020

Thanks to the unique situation that 2020 presented to us, customer success industry leaders can be ultimately prepared for what 2021 will bring – even if things don’t go quite as planned. As customer success as a focus continues to grow, the role of the CSM and/or account manager will become more important than ever.

SaaS 113

SaaS Finance Metrics CRM 113

CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. For less than $10 each month, you can secure a pro account, granting you access to a library of stock photography, thousands of design templates, and the option to store your brand colors and fonts.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). While these metrics are not difficult to calculate, they’re not always intuitive to action. The survey should be presented to all stakeholders within the organization.

Surveys 123

Surveys Metrics Accountability Wait times 123

Totango

DECEMBER 3, 2021

Customer health is a consolidation of all the information that a company has about its customers, from all probes, people, and systems, past and present. Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Multidimensional Health . Ready to get started?

Metrics 96

Metrics Accountability Upselling Enterprise 96

AWS Machine Learning

NOVEMBER 14, 2024

We recently announced the general availability of cross-account sharing of Amazon SageMaker Model Registry using AWS Resource Access Manager (AWS RAM) , making it easier to securely share and discover machine learning (ML) models across your AWS accounts. Mitigation strategies : Implementing measures to minimize or eliminate risks.

Government 78

Government Management APIs Accountability 78

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

AWS Machine Learning

DECEMBER 5, 2022

Whether it’s registering at a website, transacting online, or simply logging in to your bank account, organizations are actively trying to reduce the friction their customers experience while at the same time enhance their security, compliance, and fraud prevention measures. The following diagram outlines the process. False non-match rate.

Metrics 68

Metrics Best practices Banking APIs 68

AWS Machine Learning

OCTOBER 29, 2024

A multi-account strategy is essential not only for improving governance but also for enhancing security and control over the resources that support your organization’s business. In this post, we dive into setting up observability in a multi-account environment with Amazon SageMaker.

Government 83

Government Metrics Accountability APIs 83

ProProfs Blog

NOVEMBER 9, 2021

A common picture of the present time) – Most companies take customer satisfaction seriously but unfortunately, not everyone is successful. Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services. What do want to achieve via customer satisfaction metrics? .

Surveys 146

Surveys Feedback Metrics Customer retention 146

CSM Practice

MAY 13, 2020

Customer success managers can summarize all the outreaches they missed, present small business reviews, and communicate essential updates in a five minutes video message. 3. Adjust Your Metrics and KPIs. Tighten the metrics you report on and focus on those that are critical to customer success.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Call Center Weekly

JANUARY 29, 2018

Also, there are complicated grey areas which you will need to account for. Improperly account for out of scope data (OOS) - Some listening analyses will have criteria that cannot be counted into the main pool of data. Example: For a 100 call listening project send over 120 calls to account for the possibility of OOS data.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

AWS Machine Learning

FEBRUARY 29, 2024

In this post, we present a framework for automating the creation of a directed acyclic graph (DAG) for Amazon SageMaker Pipelines based on simple configuration files. The framework code and examples presented here only cover model training pipelines, but can be readily extended to batch inference pipelines as well. The model_unit.py

Scripts 101

Scripts Engineering Metrics Best practices 101

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

SaaS 98

SaaS Benchmark Metrics Consulting 98

Totango

SEPTEMBER 9, 2022

However, with today’s digital technology, scheduled QBRs may be supplemented by unscheduled reviews based on ongoing monitoring of customer account performance. Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data. How Do I Prepare for a QBR? Performance analysis.

Best practices 19

Best practices Benchmark Metrics B2B 19

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key. What do you recommend as a success metric in a case like this when so much of it relies on the customer sharing efficiency gains?

Best practices 52

Best practices Accountability Sales Feedback 52

ProProfs Blog

AUGUST 28, 2020

Make a plan of action for both present and future so such incidents are never repeated. Be Omni-present. By omnipresent , I mean acquiring the ability to be present everywhere. And at the same time, they want you to be present all the time. Find out what actually happened. Decide how you wish to handle the situation.

Self service 157

Self service Feedback Airlines Metrics 157

TechSee

MARCH 4, 2024

Typically, they either (a) are calling with an account/billing inquiries, or (b) are trying to troubleshoot a service outage. The same cognitive and integrated AI solutions that can automate account/billing issue research for agents, can be used to automate the entire customer experience.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

Typically, they either (a) are calling with an account/billing inquiries, or (b) are trying to troubleshoot a service outage. The same cognitive and integrated AI solutions that can automate account/billing issue research for agents, can be used to automate the entire customer experience.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. For less than $10 each month, you can secure a pro account, granting you access to a library of stock photography, thousands of design templates, and the option to store your brand colors and fonts.

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Onboarding metrics, such as average time-to-value. Adoption metrics , such as license utilization. Customer satisfaction metrics, such as Net Promoter Score.

Best practices 106

Best practices SaaS Journey mapping B2C 106

Fonolo

MARCH 30, 2020

Besides the obvious technical issues, this presents to those still working on legacy systems, employees are getting more and more worried for their health , pointing the contact center conditions as perfect for transmission of the virus. cctr #coronavirus #remoteworking Click To Tweet. Focus on results.

Contact Center 133

Contact Center Management virtual call center Call Center 133

Customer Service Life

FEBRUARY 28, 2023

It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform. As someone who loves my metrics, I get giddy as I start considering just how many I can fit onto a single dashboard. But are more metrics really better?

Contact Center 84

Contact Center Metrics Schedule adherence Average Handle Time 84

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. Here’s how SalesIntel uses ChurnZero to track license usage and automate actions based on those metrics with their license-based play. Bad timing sticks out a mile.”.

Accountability 98

Accountability SaaS Upselling Metrics 98

Aspect

JULY 15, 2020

These scheduling functions include: Schedule Editor, Request Viewer, Personal Account Balances, Group Allowance Account Balances, Trades, Trade Bulleting Board, Intra-day Staffing Balances and Agent Productivity.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

ChurnZero

JUNE 4, 2021

In ChurnZero, a Play automates messaging and tasks based on a user or account’s engagement metrics. Check the account’s customer health score to pinpoint any gaps in value. For Low- and Mid- Touch Models: Present the Value. Use your merge fields to present metrics like Cost per Lead or mitigated costs on their end.

Metrics 98

Metrics Education Customer Care Personalization 98

AWS Machine Learning

OCTOBER 28, 2024

In this post, we present a framework to customize the use of Amazon SageMaker Model Monitor for handling multi-payload inference requests for near real-time inference scenarios. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Scripts 89

Scripts Metrics Engineering Analytics 89

COPC

OCTOBER 24, 2023

CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input. Making more money could be quantified as a metric, but it’s an output, not an input. These are typically observable as other performance metrics and agent behaviors.

Metrics 91

Metrics Coaching Average Handle Time Consulting 91