ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. eBook: Ultimate Guide to Customer Success Metrics.

SaaS 89

SaaS Metrics Analytics Accountability 89

Cisco - Contact Center

AUGUST 18, 2020

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. To learn more about Webex Contact Center, read our ebook.

Contact Center 91

Contact Center contact center solutions Analytics Entertainment 91

SharpenCX

AUGUST 4, 2021

Customize your cards and use a mix of questions to track your objective metrics and the subjective actions of your agent. Set up bots to track patterns in agent behavior, automate coaching lessons for agents, and use speech analytics to find coachable moments for your 1:1s. >> Learn more: Get analytics you can act on.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Apart from these metrics, you can also measure agents on their overall quality of service. These are more of an internal metric, measured from a performance management point of view. Analytics Applications.

Metrics 55

Metrics Customer Service Abandon rate Surveys 55

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

GetFeedback

MAY 2, 2019

The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? 70% of enterprises have begun to significantly increase their investment into customer analytics solutions in order to properly evaluate their CX metrics such as Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT).

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

TeamSupport

FEBRUARY 18, 2022

Know – analytical relationships over reliance on single metrics. The Know step in the Customer Pipeline is an analytical deep-dive into the foundation of your customer relationship. However, while metrics are useful and downright mandatory, an over-reliance on one or a few can seriously hamper your efforts.

B2B 105

B2B Upselling Customer Support Sales 105

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub. Read their latest report.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

TeamSupport

FEBRUARY 18, 2022

Know – analytical relationships over reliance on single metrics. The Know step in the Customer Pipeline is an analytical deep-dive into the foundation of your customer relationship. However, while metrics are useful and downright mandatory, an over-reliance on one or a few can seriously hamper your efforts.

B2B 98

B2B Upselling Customer Support Sales 98

Comm100

MAY 19, 2020

Reports and analytics. Reports and Analytics. Access to this type of data lets you see how many visitors your site(s) receive, how many chat requests are accepted or ignored, and an array of other visitor metrics that can help you better implement marketing strategies to draw more traffic. Improve customer service and loyalty.

Best practices 111

Best practices Sales Analytics Benchmark 111

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics 1.

Analytics 43

Analytics Metrics Government Journey mapping 43

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

Metrics 40

Metrics Customer Experience Feedback Customer effort 40

NobelBiz

JANUARY 30, 2024

Ebook | Call Labeling and Blocking for Contact Centers Key Factors Leading to Call Blocking Spam Identification Algorithms: Carriers always specialized, different algorithms in order to identify and block potential spam calls, which can mistakenly flag legitimate business calls as unwanted. RELATED ARTICLE What is IVR?

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

Inbenta

MARCH 25, 2020

It is, therefore, necessary to think carefully about the metrics to monitor to ensure that once in production, the solution in place meets these KPIs and to see how it can be improved if necessary. Our ebook will give you the keys to carry out this project. Retrieval of personal information/documents; Increase conversion rate.

Chatbots 89

Chatbots Self service Analytics Metrics 89

Cincom

MARCH 6, 2025

What a Configure-Price-Quote (CPQ) Solution Can Do for You Download eBook Now The Need for a CPQ Solution An advanced Configure, Price, Quote (CPQ) solution helps businesses enforce pricing consistency, manage discounts strategically, and ensure profitability across channels.

Automotive 40

Automotive Revenue potential CRM Sales 40

Call Design

SEPTEMBER 21, 2021

Data Analytics. Gamification allows you to manage metrics during the training process, enabling managers to understand the strengths and weaknesses of agents in a quantifiable manner. Metrics include: • First call resolution. Thereby, training an agent to perfection is crucial to the performance of any contact centre.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Nicereply

SEPTEMBER 28, 2021

It also lets you easily collect metrics like CES , CSAT , and NPS. Lastly, besides offering a great survey tool, Nicereply has an extensive collection of ebooks, podcasts, and other documents for customer support folks looking to expand their knowledge. Customer service analytics. Advanced analytics. Data analysis tools.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Mindtouch

MARCH 16, 2020

Download the free ebook. According to research from Gartner , CES is “25% more predictive of customer loyalty than the next best metric.” Though less straightforward than metrics like CSAT or NPS, the rate at which your agents contribute knowledge content to your self-service repository can be an interesting customer journey indicator.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Clarabridge

AUGUST 26, 2015

We looked to three Customer Experience (CX) professionals for tips on how to get buy-in at larger companies: Kim Zieroth, Senior Customer Loyalty Manager at GE Healthcare; Cheryl Cargill, Customer Insights and Text Analytics Leader at GE Power and Water; and Mason Nelder, Director of Social Media and Digital Strategy at Verizon.

Education 70

Education Healthcare Best practices Engineering 70

Playvox

AUGUST 11, 2022

It’s particularly important as your business grows, as large-scale inaccuracies in your chat analytics could lead to making business decisions based on wrong data. Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. All of this has an impact on your chat analytics and reporting. Poor Tag Coverage.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Putting in place KPIs is a good starting point to achieve operational excellence.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Infinity

APRIL 10, 2018

First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Analytics and call tracking are great ways to distinguish which campaigns and strategies have and are generating the most responses. Know what’s worked in the past. Take on PPC advertising.

Automotive 49

Automotive Advertising Best practices Analytics 49

Help Scout

AUGUST 11, 2021

Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. All of these are included in the email roundup that they send.

Customer Service 82

Customer Service Coaching Education Best practices 82

CSM Magazine

FEBRUARY 6, 2019

With the consumer journey now favouring omnichannel touchpoints, strategies must act on key metrics whilst still lowering the cost of every interaction. This metric is usually calculated through average order value, purchase frequency and customer time length. Call tracking analytics generate real-time insights about each caller.

Customer Service 51

Customer Service Enterprise Sales Metrics 51

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

SharpenCX

MAY 11, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Maybe they’re too worried about missing efficiency metrics, so they rush customers off the phone. Learns metrics about the team and its performance.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

ClientSuccess

NOVEMBER 1, 2018

Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further. eBooks: Ultimate Guide to SaaS Customer Success Metrics. With so many competing priorities and KPIs, every single decision must be strategic and focused to keep your team and your customers on the right track.

Upselling 61

Upselling SaaS Accountability Sales 61

ChurnZero

FEBRUARY 11, 2020

Data & Analytics Are Important, But Don’t Forget Storytelling When Connecting With Customers. Data and analytics are important but customers remember the emotion they experienced” thank you Raj from @Airbnb #CCOUSA @CoriniumGlobal pic.twitter.com/IwXIoxDy1v. — Jim Bass (@JimBassCX) February 6, 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

Clarabridge

SEPTEMBER 21, 2017

NONE of these metrics instils a ‘customer experience’ mind-set. Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR).

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

ClientSuccess

DECEMBER 27, 2022

Utilize analytics and metrics to measure customer success and identify areas for improvement. Check out our resources below for more customer success best practices and insights for how your organization can approach customer success with the customer at the center: eBooks: 5 Ways to Surprise & Delight Your Customers.

Journey mapping 52

Journey mapping Best practices Feedback Analytics 52

NobelBiz

JULY 23, 2024

Performance metrics and reporting tools provide insights for optimizing operations. Related Resource Ebook | 16 Must Have Productivity Tools for your Contact Center 6. Advanced reporting and analytics provide insights into relevant and actionable key metrics related to call volume, average handling time, and customer satisfaction.

call center software 52

call center software Call Center Interactive Voice Response Coaching 52

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. Read our ebook, Celebrating Success In The Contact Center: Top Tips For Engaging And Motivating Agents to learn more.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

inmoment

AUGUST 13, 2020

Sub KPIs: What is contributing to our core metric? High Level Text Analytics: What overall are our customers telling us? For more CX best practices just like this, be sure to read our new eBook “Evolving Your CX Program” for additional tips and insights. How has our performance changed over time?

Best practices 52

Best practices Education Analytics Metrics 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

MARCH 19, 2021

Call monitoring is another essential component for the small business call center, for both agent performance metrics and quality assurance. Real-time Insights and Analytics. Features include a range of tools we’ve talked about already, such as call recording, speech analytics, and performance management. Database Integration.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98