Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? subject, issue type) and determine customers most common issues.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

OCTOBER 25, 2022

Customer success job titles for the same functions also may vary from one company’s customer success department structure to another. . How to Structure a Customer Success Team: Four Best Practices. Customer success organizations will enjoy an optimal performance by following some established best practices.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Totango

MAY 15, 2019

Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. This way, every customer interaction is informed by as much personal information as possible. Why a Customer-Centric Culture Matters.

Customer centricity 92

Customer centricity Enterprise Best practices Metrics 92

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Customer Guru

JULY 20, 2018

If they don’t, then customers – potential and existing – will not think twice before moving on to the competition. Hence, it is imperative that organizations become customer-centric and more importantly, hire leaders with a clear customer-centric vision. While this sounds easy, it is no easy job!

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

PeopleMetrics

MAY 30, 2015

As customer experience professionals , our job is to help them, so they’ll come back again. If we took the time to strip down key performance metrics like Net Promoter Scores and customer satisfaction, we’d end up with our basic ability to help customers achieve their goals.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

TeleDirect

MARCH 9, 2025

By implementing proven strategies to reduce call center wait times, businesses can create a faster, more seamless experience for customers while improving overall call center efficiency. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Call back customers at a scheduled time, reducing frustration.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 86

Customer centricity Enterprise Metrics Education 86

Totango

APRIL 24, 2020

It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product. Why Customer Retention Matters. The digitization of business has made customer retention the lifeblood of the Software-as-a-Service industry.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

APRIL 28, 2021

Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. This way, every customer interaction is informed by as much personal information as possible. Why a Customer-Centric Culture Matters.

Customer centricity 71

Customer centricity Enterprise Best practices Metrics 71

aircall

OCTOBER 11, 2022

Aircall: Call efficiency for productive, customer-centric teams. Here, we’ve explored a few proven ways to improve team performance in customer-centric sales and support environments. Team productivity metrics, training, and communication. Final Word: Team Productivity Is About Iterative Improvement .

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Balto

JANUARY 17, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Outsource Consultants

FEBRUARY 18, 2025

Regular Meetings: Conduct regular business reviews to track progress on action plans, discuss performance metrics, and address any roadblocks that may arise. Process Improvement: Provide training on best practices and process improvements to enhance service delivery. Tie rewards to specific, measurable quality metrics.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

Callminer

NOVEMBER 18, 2020

Best practice examples include: Hire, train, motivate, and retain top talent. Launch technology to automate, monitor, manage, and support all aspects of the customer experience. Establish key performance metrics that reflect the customer experience; evaluating trends and identifying defects. EnglishBlinds.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?

Quality management 83

Quality management Customer centricity Management Contact Center 83

CrazyCall

APRIL 16, 2019

Call center quality assurance is all about measuring the right metrics with the proper tools to better understand how your call center operates – your agents, namely – and how well are your customers satisfied. Decide on call center quality metrics. You can’t measure everything. That’s quite obvious.

Best practices 70

Best practices Call Center Scripts Customer centricity 70

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Customer feedback. Adoption rates.

Customer centricity 59

Customer centricity Best practices Metrics Accountability 59

Totango

JANUARY 2, 2020

3 Best Practices for Using Customer Data Insights . Following certain best practices can help you get the most out of your data: 1. Connect customer data points. It’s no longer enough to merely have a general idea of what your average customer looks like. Take intelligent action based on data.

Best practices 71

Best practices Customer centricity Surveys CRM 71

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone. Get Calculator.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. At Lumoa, we love NPS and widely recommend it to our customers.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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. Customer cohorts set your metric baselines.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Regardless just remember that there is no one-size-fits-all approach for CS metrics. Blog Author: Alex Weihmann.

Best practices 72

Best practices Upselling Accountability SaaS 72

customer sure

JANUARY 20, 2025

Building Customer-Centric Cultures If 2024 was a year when the importance of customer experience gained ground, then 2025 is the year when people understand that its not something you can bolt on, or delegate to a separate team. Explore our Voice of the Customer best practices to foster a culture of customer obsession.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

CSM Practice

JUNE 6, 2020

Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers. The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Therefore, the recipe for more renewals is customer success.

Metrics 89

Metrics SaaS Accountability Upselling 89

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Ironically, the theme of gratitude may actually be our best strategy in the new year. Here are my top five picks from last week.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. Design a customer-centric culture. Has it been deliberately designed to be customer-centric?

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ShepHyken

FEBRUARY 25, 2024

This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe. Louis Magazine (St.

Customer Service 169

Customer Service Customer advocacy Average Handle Time Customer centricity 169

CSM Practice

MAY 16, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Best practices 52

Best practices SaaS Customer centricity Finance 52

PeopleMetrics

MAY 12, 2016

Suffice it to say, insult-laden receipts aren’t among our customer experience best practices. Sometimes customer experience strategy can be simple. Customer Experience Best Practice: Foster Relationships. customers , who purchase products and services. Do you think it was customer experience?

Customer Experience 86

Customer Experience Customer centricity Best practices Metrics 86