Mindtouch

SEPTEMBER 4, 2020

In response to valuable feedback from our own customers, we’ve introduced a rich suite of customer experience analytics into our platform, analytics that capture customer experience data points from across your product documentation and self-service support knowledge. What is MindTouch Customer Experience Analytics?

Analytics 101

Analytics Customer Experience Self service Metrics 101

CSM Magazine

AUGUST 31, 2023

The new platform presents a fresh take on analytics, providing both marketing and business professionals a more sophisticated, streamlined way to analyze customer data. In this blog post, we’ll delve into how to master the complexities of GA4, ensuring you’re fully equipped to make the most out of this powerful analytics tool.

Analytics 52

Analytics Metrics Marketing Management 52

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. Otherwise, your data can become muddied and will present a lopsided story.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

VirtualPBX

MAY 27, 2020

One of the more understated features of our Advanced Call Reports software is its ability to deliver call center metrics to your email inbox. What if your call center metrics could become one of those services? Emails with call center metrics then arrive when you need them. Keep Your Call Center Metrics in Order.

Call Center 85

Call Center Metrics Enterprise Analytics 85

aircall

SEPTEMBER 26, 2022

Sales analytics software injects an evidence-based strategy back into sales management. Sales analytics software taps into these internal processes and data and then uses it to increase growth, profitability, and revenue. What Is Sales Analytics? We divide sales analytics into four categories: . Descriptive analytics.

Analytics 48

Analytics Sales Metrics CRM 48

aircall

JULY 6, 2022

So what if we told you that analytics could be the secret ingredient you’re missing? What Is Customer Experience Analytics? Put simply, customer experience analytics is the collection and analysis of customer data from a variety of sources. Why CX-Specific Analytics Metrics Matter. That’s a lot of data!

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Cost Analysis: With the help of analytics, legal professionals can perform a comprehensive cost analysis of each stage of the litigation process.

Analytics 52

Analytics Management Feedback Metrics 52

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it. Using Customer Success Analytics to Take Action.

Analytics 82

Analytics Enterprise Customer centricity Metrics 82

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 92

Best practices Metrics Customer advocacy Education 92

ChurnZero

NOVEMBER 22, 2024

Collaborative, analytical, and team-focused, it works because it focuses on preventable churn, and keeps blame to a minimum. The main components of this include: The Concept: Opportunity for CSMs to learn and grow by engaging in a structured churn reflection activity and presenting their findings. Does it work?

Education 52

Education Analytics Metrics Feedback 52

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Jon Arnold

OCTOBER 16, 2020

Telephony was still largely analog and call recording capabilities were limited, so there wasn’t much in the way of metrics. KPIs and metrics became more sophisticated, and existing reporting tools provided good visibility into daily operations. If that’s you, then next week’s webinar will be time well-spent.

Big data 98

Big data Contact Center Analytics Metrics 98

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. Big-screen graphs and tables provide an instant view of performance, such as job costs, productivity, customer service, and finance.

Analytics 52

Analytics Finance CRM Engineering 52

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. The difference between reporting and analytics.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Lumoa

DECEMBER 18, 2017

60% of all shoppers stopped at a booth with 24 jams and the number dropped to 40% when there were only 6 jams presented. The surprising discovery was that when six jams were presented, 30% of shoppers purchased, whereas when 24 were offered, the purchase rate was only 3%. The future of the feedback analysis - text and voice analytics.

Analytics 102

Analytics Customer Experience Journey mapping Automotive 102

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

AWS Machine Learning

NOVEMBER 1, 2024

The rise of clinical trials presents a major sustainability challenge—they are often not sustainable and can contribute substantially to greenhouse gas emissions due to how they are being implemented. Over a 5-year period, it would mean that the entire trial would be responsible for about 630 metric tons of carbon dioxide equivalent.

Metrics 111

Metrics Transportation industry standards Analytics 111

CSM Magazine

FEBRUARY 11, 2021

Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. About Calabrio.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

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

SharpenCX

MARCH 4, 2021

Yeah, turns out your boss wants you to present important metrics in front of your COO now, too. Sure, you use customer analytics in tons of different ways in your contact center. Learn how to use customer analytics to create reports for 3 different audiences: managers & supervisors, agents, and your exec team.

Analytics 67

Analytics Average Handle Time Management Metrics 67

Mindtouch

JUNE 8, 2017

One of the most appealing aspects of technical writing is that, unlike other types of writing, there is arguably a best way to present technical content to users. That’s because the best presentation is whatever makes users most successful, which also likely aligns with your business goals. What is the Definition of Content Analytics?

Analytics 59

Analytics Metrics Benchmark Feedback 59

Callminer

NOVEMBER 6, 2019

As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Visualizations turn raw metrics into stories that can be shared and acted upon. Differentiate between presentation and exploratory graphics. Revealing Flaws, Fraud and Anomalies.

Big data 140

Big data Analytics Metrics Sales 140

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 SaaS Upselling Accountability 52

AWS Machine Learning

AUGUST 2, 2024

Earnings calls are live conferences where executives present an overview of results, discuss achievements and challenges, and provide guidance for upcoming periods. Draft a comprehensive earnings call script that covers the key financial metrics, business highlights, and future outlook for the given quarter.

Engineering 124

Engineering Scripts Metrics APIs 124

Upstream Works

AUGUST 14, 2019

What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. Meaningful Metrics. Back to our definition of Customer Journey Analytics. Take CloudCherry , for example. The breadth of it.

Analytics 60

Analytics Journey mapping Contact Center Metrics 60

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. So how can you know which are the best metrics to track for your business? This is why less is more—by trying to track every metric possible, you may actually lose sight of which metrics are most important for your goals and struggle to get results.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. It’s a metric that’s used to determine the budget allocation for each call.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 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

Pointillist

SEPTEMBER 26, 2018

But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. Take Direct Action Based on Your Customer Experience Metrics. b) Input for Product Development. f) Close the Loop With Dissatisfied Customers.

Metrics 65

Metrics Customer Experience Analytics Feedback 65

OctopusTech

JULY 17, 2024

Platforms like Facebook, Instagram, Twitter, LinkedIn, and more allow companies to engage with customers, build their brand, advertise products and services, and analyze metrics to determine what’s working. Key elements the audit looks at include: Growth metrics: Follower counts, engagement rates, clicks, conversions, etc.

Benchmark 62

Benchmark Metrics Advertising Accountability 62

JustCall

APRIL 28, 2022

That’s the core idea of conversation analytics. In this guide, we’ll cover what is conversation analytics, how to choose the right conversation analytics tool and other related details. What is Conversation Analytics? How Does Conversation Analytics Work? How Does Conversation Analytics Work?

Analytics 52

Analytics Sales voip Call Center 52

JustCall

APRIL 28, 2022

That’s the core idea of conversation analytics. In this guide, we’ll cover what is conversation analytics, how to choose the right conversation analytics tool and other related details. What is Conversation Analytics? How Does Conversation Analytics Work? How Does Conversation Analytics Work?

Analytics 52

Analytics Sales voip Call Center 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

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 102

Scripts Metrics Engineering Analytics 102

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 SaaS Customer retention Upselling 52