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

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CX Accelerator

APRIL 1, 2020

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. That doesn’t necessarily mean you need to be overly defensive or precious, it’s about education.

Metrics 182

Metrics Morale Benchmark Government 182

Totango

APRIL 26, 2019

By tracking the right customer onboarding metrics and then using that information to guide customer engagements. Creating and Tracking Customer Onboarding Metrics. All your customer onboarding metrics should be created and tracked within a customer success platform. Customer progression. Customer response rate. Why it Matters.

Metrics 94

Metrics Benchmark Surveys Education 94

CSM Magazine

MARCH 26, 2025

Continuous education involves more than glancing at release announcements it includes testing beta features, benchmarking real world results, and actively sharing insights. Automated checks flag issues early, while metrics solutions like Prometheus track real-time performance.

Finance 52

Finance Benchmark Enterprise Surveys 52

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. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. This really depends on your industry so you want to familiarize yourself with industry benchmarks. One last word on best practices around customer success metrics.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Education Services Group

MARCH 13, 2020

Ignoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Education within the customer lifecycle. Trained customers see 135% increase in product usage. Learn More.

Education 52

Education Benchmark Metrics Surveys 52

Spearline

MAY 28, 2020

An objective audio quality metric. Benchmark performance against competitors. An objective audio quality metric. One of the biggest problems with testing telecoms infrastructure is the availability of an objective metric to measure performance. Benchmark performance against competitors. 5 Key Benefits.

Benchmark 97

Benchmark Telecommunications industry standards Metrics 97

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Education and patient record materials in the system’s EHR and patient portal. All of those measures are important, of course.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Totango

NOVEMBER 5, 2019

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. Product usage metrics tell you how your customer is currently using your service so you can tell them how to make even better use of it in the future. Feature usage.

Metrics 64

Metrics Enterprise Benchmark Accountability 64

Spearline

FEBRUARY 23, 2021

Measure carrier performance and benchmark performance against competitors. We allow you to make educated and responsible decisions on how your calls are routed, combined with country-by-country benchmarking data from our millions of global test calls. An objective audio quality metric.

Telecommunications 95

Telecommunications Benchmark industry standards Metrics 95

AWS Machine Learning

AUGUST 2, 2024

we released a LM+GNN benchmark using the large graph dataset, Microsoft Academic Graph (MAG), on two standard graph ML tasks: node classification and link prediction. min 10B 8 31 min 8 41 min 8 8 min 100B 16 61 min 16 416 min 16 50 min More benchmark details and results are available in our KDD 2024 paper. Dataset Num. of nodes Num.

APIs 111

APIs Benchmark Construction Enterprise 111

Interaction Metrics

NOVEMBER 11, 2024

Maybe your company is about education. We educate the customer. And, you know, being able to have real metrics on that. And so that became and then Nike was a very early client that became metrics, Interaction Metrics. So measuring the quality of interactions with real metrics. I promise you that right now.

Surveys 62

Surveys Airlines Benchmark Feedback 62

Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors.

call center workforce 62

call center workforce Metrics Call Center Management 62

AWS Machine Learning

MARCH 3, 2025

Their applications span a variety of sectors, including customer service, healthcare, education, personal and business productivity, and many others. This tool launches multiple requests from the test users client to the FM endpoint and measures various performance metrics, including TTFT.

APIs 72

APIs Benchmark Metrics Healthcare 72

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Fonolo

SEPTEMBER 16, 2022

For example, staff training and team meetings help you inform and educate staff. To decide how much is too much, k eep your eyes on other key metrics to see how shrinkage is affecting your call center and set your benchmarks accordingly. . Popular Call Center Benchmarks. All good, right?

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

AWS Machine Learning

MAY 9, 2024

Training and enablement To help educate employees on AI/ML concepts, tools, and techniques, the AI/ML CoE can develop training programs, workshops, certification programs , and hackathons. Setting KPIs and metrics is pivotal to gauge effectiveness. Performance management Setting KPIs and metrics is pivotal to gauge effectiveness.

Government 126

Government Best practices Benchmark Metrics 126

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. Toolkit: Customer Success Metrics Toolkit.

Benchmark 76

Benchmark Metrics Education Accountability 76

Customer Guru

MARCH 7, 2018

She has spearheaded the process of implementing NPS and making it the key customer experience metric at Ferns N Petals. Utilising her knowledge and experience in the CX space, Devika spearheaded the CX initiatives at UAE Exchange that helped it to win two Customer Experience Benchmarking Index Awards in 2014.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

AWS Machine Learning

JUNE 25, 2024

You can evaluate the results using traditional metrics for classification that compare the ground truth to the model results, such as precision, recall, or F1. You can also use more traditional metrics such as coverage (percentage of inappropriate content blocked). provide a starting point.

Chatbots 124

Chatbots Benchmark Metrics Healthcare 124

AWS Machine Learning

NOVEMBER 22, 2023

As data and system conditions change, the model performance and efficiency metrics are tracked to ensure retraining is performed when needed. Your organization can choose the retraining mechanism—it can be quarterly, monthly, or based on science metrics, such as when accuracy drops below a given threshold.

APIs 111

APIs Metrics Benchmark Enterprise 111

ProProfs Blog

DECEMBER 21, 2020

Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Calculating the metrics is simple. This can be done by aligning your pricing with your value metrics. Benchmark your overall performance and customer satisfaction against your immediate competition.

Surveys 148

Surveys Benchmark Feedback Sales 148

Totango

APRIL 11, 2019

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. These categories are also represented numerically as a relative rating out of 100 based on a combination of established metric thresholds.

Metrics 90

Metrics Upselling Accountability Enterprise 90

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. Finally, as a metric, customer retention rate is a key performance indicator that represents the relationship between how many customers you retain over a given period and your total amount of customers at the beginning of that period.

Customer retention 76

Customer retention Best practices Education Benchmark 76

Calabrio

MARCH 22, 2025

Set clear expectations for performance and development, educate agents about both your offerings and your broader vision, and establish open lines of communication in the process. Focus on the right mix of metrics With concrete measurement you can quantify the effects ofand make improvements toyour contact center management efforts.

Best practices 52

Best practices Contact Center Management Call Center 52

AWS Machine Learning

APRIL 22, 2024

Consider the following guidelines: Implement real-time monitoring – Set up monitoring systems to track generative AI performance against sustainability benchmarks, focusing on efficiency and environmental impact. Establish a metrics pipeline to provide insights into the sustainability contributions of your generative AI initiatives.

Best practices 130

Best practices Benchmark Transportation Engineering 130

ClearAction

JANUARY 20, 2018

To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies. We define MO as a thorough, end-to-end operational discipline that leverages processes, technology, guidance, and metrics to run the marketing function as a profit center and fully accountable business.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

AWS Machine Learning

NOVEMBER 29, 2023

At AWS, we are committed to developing generative AI responsibly, taking a people-centric approach that prioritizes education, science, and our customers, to integrate responsible AI across the end-to-end AI lifecycle. During human-based evaluations, customers define use case-specific metrics (e.g., relevance, style, and brand voice).

Government 124

Government Metrics Benchmark Banking 124

AWS Machine Learning

MAY 29, 2024

The prospect of fine-tuning open source multimodal models like LLaVA are highly appealing because of their cost effectiveness, scalability, and impressive performance on multimodal benchmarks. The following is an example metric definition that logs training loss at each epoch, the model’s learning rate, and training throughput.

Scripts 123

Scripts Healthcare Metrics Finance 123

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. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Episode highlights.

Metrics 52

Metrics SaaS Surveys Self service 52

Up Your Service

JANUARY 7, 2018

Service Communications inform and educate everyone with relevant information and objectives, timely customer feedback, and uplifting service stories. Service Measures and Metrics. Service Benchmarking. Service Benchmarking points to new ways you can upgrade your internal and external service. Service Communications.

Benchmark 63

Benchmark Education Best practices Metrics 63

SharpenCX

SEPTEMBER 8, 2021

It’s so hard to gauge how you measure up against expectations without a clear sense of benchmarks and goals. This will keep things varied, but also give consistent education through the early weeks. You’re learning a whole new product, system, service, technology, culture… the list goes on. Give feedback as you train your new hire.

Call Center 128

Call Center Coaching Feedback Contact Center 128

Education Services Group

NOVEMBER 21, 2022

In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and involve.ai , our mission is to support the Customer Success community with reliable benchmarking data that we can all use to better understand where we’re at, where we’re heading, and where we want to go. There’s a reason NRR is the undisputed king of CS metrics.

Metrics 98

Metrics Benchmark CRM Technology 98

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour.

Call Center 105

Call Center Management Contact Center Wait times 105

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. Teach customers about your product or service and invite them to participate in educational events. Focus on customer retention and long-term ROI.

Benchmark 80

Benchmark Upselling Education Best practices 80