ShepHyken

JANUARY 15, 2021

Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Measure Customer Satisfaction Using Quantitative Metrics. And effective monitoring is integral to this.

Customer Experience 364

Customer Experience Metrics Customer retention Analytics 364

ShepHyken

DECEMBER 12, 2016

Is Your Digital Marketing Strategy Ready for an AI Intervention? Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy.

Customer Service 280

Customer Service Chatbots Contact Center Metrics 280

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Assess how they’re going to harness analytics to make the right decisions.

B2C 360

B2C Customer centricity Feedback Upselling 360

AWS Machine Learning

DECEMBER 4, 2024

They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels. or “Were there any supply chain issues that could have affected our North American market for clothing sales?”

APIs 106

APIs Sales Surveys Analytics 106

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

ProProfs Blog

DECEMBER 11, 2020

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ShepHyken

DECEMBER 25, 2023

Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.” ” “Customer experience analytics are too important to be the job of just analysts. ” About: Akin Arikan has 20 years of experience in analytics.

Multichannel 250

Multichannel Analytics Feedback Metrics 250

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. With marketing and advertising to attract new customers being one of the biggest challenges facing small businesses today , it’s more important than ever to retain existing customers by delivering exceptional customer service.

Customer Support 380

Customer Support Multi-channel support voip Benchmark 380

ShepHyken

SEPTEMBER 3, 2019

Also, assess the kinds of customers you’re attracting from your marketing campaigns. Most loyalty programs are really marketing programs. Metrics That Reflect Customer Equity. Peter Fader is a professor of marketing at the University of Pennsylvania’s Wharton School. Then build your loyalty program using this data.

Customer centricity 258

Customer centricity Metrics Analytics Marketing 258

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. Tyler Riddell. Rachel Ivers.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5%

Marketing 118

Marketing Advertising B2B Analytics 118

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. Personalization is central to engaging and converting customers in the current marketing landscape. The magic of marketing lies in getting the right products in front of the right customers and history tra cking helps you achieve that.

Personalization 242

Personalization Customer Experience Chatbots Metrics 242

3CLogic

JANUARY 28, 2025

When contact center solutions and customer relationship management platforms were first introduced to the market, they served distinctly different purposes. Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents.

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Contact center software Scripts 98

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. Data analytics. Ease of use.

Customer Service 203

Customer Service Customer retention Metrics Advertising 203

ShepHyken

SEPTEMBER 26, 2022

Are You Using the Right Customer Experience Analytics? Take a look at the future of CX analytics. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. by Imogen Sharma.

Customer Service 182

Customer Service Customer retention Analytics Surveys 182

Fonolo

MARCH 16, 2023

But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

BlueOcean

MARCH 11, 2025

Measuring the Success of Conversation Intelligence When measuring the success of conversation intelligence programs, one of the most crucial distinctions is separating soft skills metrics from customer experience metrics. It takes work to make conversation intelligence tools truly intelligent.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Interaction Metrics

JANUARY 31, 2025

Winner: Interaction Metrics Interaction Metrics took the top spot in the list, but for good reason: It’s the only company on the list that provides 100% scientific, done-for-you customer satisfaction surveys with transparent online pricing. Interaction Metrics company handles everything from start to finish.

Surveys 62

Surveys Metrics Benchmark Consulting 62

CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Only 8% of their customers agreed. IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Andrew Tillery is the Marketing Director at MAP Communications. Andrew Tillery. MAPCommInc. AmraBeganovich.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CCNG

JULY 3, 2024

This is where CX analytics plays a vital role. By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Interaction Metrics

MARCH 13, 2025

That’s where Interaction Metrics steps in. If youre ready to boost overall customer satisfaction, retention, and customer loyalty, you can use customer sentiment analytics to transform your approach to the customer experience, or work with a partner like Interaction Metrics that can do it for you.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth.

Analytics 78

Analytics Feedback Metrics Surveys 78

CSM Magazine

NOVEMBER 5, 2024

The customer experience management market is on track to grow at a 15.4% Using Analytics for Customer Service Insights Dynamics 365 provides key metrics that give businesses a clear picture of customer service performance. Generating reports on these metrics is straightforward.

Customer Service 52

Customer Service Management Metrics Consulting 52

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Gregory Golinski is a digital marketing executive for YourParkingSpace , a platform connecting drivers with parking space owners. Gregory Golinski.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Callminer

JULY 22, 2018

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. It is one of the strongest expansion levels of any outsourcing market sub-segment. This metric is too important to be chosen without proper consideration,” the article notes.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

ShepHyken

MAY 22, 2020

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. Although 68% of companies say their customers determine their marketing focus, those companies named email (43%) and digital ads (42%) as their top two channels, despite increasingly low customer response rates.

Customer Experience 178

Customer Experience Journey mapping Analytics Banking 178

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Yaniv Masjedi is the Chief Marketing Officer of Nextiva.

Call Center 345

Call Center Contact Center Finance Consulting 345

Interaction Metrics

APRIL 17, 2025

At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. Ill get to the top 17 Qualtrics alternatives in just a minute, but first, a shameless plug for Interaction Metrics. Metrics Cards display real-time scores. It’s especially strong in the software and IT sectors.

Surveys 48

Surveys Enterprise B2B Analytics 48