NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Performance Metrics and KPIs: Monitoring call center performance is essential. Table of Contents What is Call Center Optimization?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Revation Systems

AUGUST 26, 2020

Prior to the pandemic, the focus was on traditional metrics in patient access, such as referral management, appointment wait times, capacity utilization, and new patient growth. Here are a few best practices to consider as patient access teams navigate the new normal. Rely on Metrics to Make Operational Decisions.

Best practices 62

Best practices Healthcare Multichannel Contact Center 62

Callminer

NOVEMBER 13, 2018

With this implementation, the team realized impressive improvements in key metrics associated with First Associates’ business objectives such as 25% improvement in call verification and 20% increase in payment collection rates. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

SaaS 98

SaaS Benchmark Metrics Consulting 98

CustomerSuccessBox

JUNE 5, 2019

The best practices for configuring a health score include. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. Our health is not a unit, not a metric that can be looked on at in aggregate. So why does it not work?

Best practices 89

Best practices SaaS Accountability B2B 89

JivoChat

JANUARY 15, 2023

In this article, I’ll show you six lead generation best practices that you can implement to help your business turn more leads into happy customers. 6 Lead Nurturing Strategies and Best Practices to Turn Leads into Customers. 1 for joining a webinar. +2 What is Lead Nurturing? Use Live Chat to Answer Key Questions.

Best practices 75

Best practices B2B Sales Multichannel 75

Totango

FEBRUARY 19, 2020

Hi, Today we have some exciting product updates, as well as an upcoming webinar you can join for more best practices. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. SuccessBLOC Scorecards, Now With User KPIs.

Metrics 71

Metrics Best practices Accountability Technology 71

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Totango

SEPTEMBER 15, 2020

The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Reach out with general, indirect automated digital communication such as emails about tips, webinars, and announcements on an as-needed basis. . Stakeholder Engagement Best Practices That Work.

Best practices 72

Best practices Personalization Customer retention Enterprise 72

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Regardless just remember that there is no one-size-fits-all approach for CS metrics. Here are a few metrics that matter when guiding your clients down their desired path. . Above all ensure that your metrics are as customer centric as possible.

Best practices 72

Best practices Upselling Accountability SaaS 72

Totango

FEBRUARY 1, 2022

In a recent Totango webinar, Chris and Elizabeth discussed the blueprint they used to help the Qlik team implement Totango, including the training program they developed and the adoption metrics they tracked to ensure the training plan was working. Use Metrics to Measure Adoption. 4 Key Takeaways . . Totango can help!

Best practices 103

Best practices Metrics Enterprise Management 103

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. They can apply granular product usage and customer behavior metrics to produce a bird’s-eye view of the current health of every customer within their responsibility. Understand Your Audience. Get started for free today.

Best practices 127

Best practices Customer retention Metrics Enterprise 127

pindrop

AUGUST 22, 2021

The qualitative aspect of the caller-agent connection goes well beyond any statistics and metrics that contact centers use to measure and improve on their work performance. Exploring best practices for contact center authentication translates to positive gains in other areas. Watch the Webinar. Watch the Webinar.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

ChurnZero

MARCH 7, 2025

3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news. 2: Align community metrics with organizational goals. Identify friction points, product knowledge gaps, successful behaviors, and goal alignment. appeared first on ChurnZero.

SaaS 52

SaaS Gamification B2B Metrics 52

Talkdesk

SEPTEMBER 2, 2015

To that end, we host a Customer Spotlight webinar series to explore advances in this field. Shamia began the webinar by tracing the evolution of customer service up to its current state, in which customers demand effortless service in real-time. In the modern consumer landscape, customer service is more important than ever.

Best practices 68

Best practices Customer Service Surveys call center software 68

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” We took the results of this collaboration and created a webinar to help disseminate the results.

Metrics 41

Metrics SaaS Best practices Accountability 41

Talkdesk

FEBRUARY 16, 2021

Find your way back to best practices. But to turn these initial gains into sustainable, long-term benefits and a competitive advantage, companies are going to have to move past survival mode and start to adopt CX best practices and technology. . You rely on outdated analytics and business success metrics.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

RapportBoost

OCTOBER 20, 2018

Industry leaders like Heidi Rote and Jenny Craig USA are living proof that perfecting chat conversations and training agents with scientifically-based best practices are the biggest drivers of contact center profitability,” said Medrano. ” Registration information for the webinar can be found at [link]. About RapportBoost.

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

COPC

OCTOBER 13, 2021

You can also watch our State of the Vendor Management Organization webinar , which features leaders from Hilton and USAA discussing their latest vendor management experiences. Based on these insights, three best practices for emerging outsourcing priorities are: Formalizing WFH contracts. Chat transactions. Competitive sourcing.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

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. 3. Adjust Your Metrics and KPIs.

Best practices 52

Best practices SaaS Customer centricity Finance 52

JustCall

MARCH 7, 2023

Read on for to know more on the same, along with pro tips and strategies to create a sales process tailored to a digital ecosystem and discover some of the best practices for hybrid work. This article reveals the pros and cons of this work model and some hybrid workplace best practices to build a productive team.

Best practices 52

Best practices Sales Morale Personalization 52

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow.

Best practices 52

Best practices Accountability Sales Feedback 52

customer sure

JANUARY 20, 2025

Explore our Voice of the Customer best practices to foster a culture of customer obsession. Discover how to measure the ROI of CX in our webinars and guides. At CustomerSure were a leader in customer experience management know-how, with a software platform that embodies all the best practices.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Totango

FEBRUARY 11, 2020

Several key adoption metrics will let you know if your customer is heading in the right direction to achieve maximum value from your product. That said, there is no one formula for measuring adoption, and different teams should track different metrics. Beware of vanity metrics like login rates, which don’t give insight into adoption.

Enterprise 122

Enterprise Metrics Education Best practices 122

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ClientSuccess

AUGUST 14, 2019

As you structure your CSM compensation plans, here are three best practices to keep in mind: 1. Make sure outside client metrics are clearly defined for all CSMs, if applicable. . Sometimes, CSM compensation plans involve account metrics that fall outside the typical revenue-generating numbers like renewal or expansion.

Best practices 40

Best practices Metrics Upselling SaaS 40

Branch Mesenger

APRIL 26, 2018

In today's webinar, we'll explore the current state of the hourly employee and how increasing demands and pressures are making scheduling more difficult. Branch Messenger: Hello everyone and welcome to today's Branch Messenger webinar in Scheduling Legislation and what employers employees need to know in 2018. Andrea Johnson: Yeah.

Transportation 74

Transportation Healthcare Education Metrics 74

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . While each scorecard is customizable, some pre-built metrics include: Health overview. Some of the key metrics in this Scorecard include: .

Metrics 107

Metrics Best practices Customer retention Enterprise 107

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

CSM Magazine

MARCH 31, 2020

As a CS leader, you need to keep your finger on the pulse both in terms of best practice and the innovations driving change. We at Incite Group by Reuters Events have brought together visionaries from BT, Butternut Box and Customer Service Culture for a free webinar (10am GMT April 8th).

Best practices 52

Best practices Metrics Customer Service 52

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? In there we get the experiential metric.

Sales 52

Sales Chief Customer Officer Surveys Metrics 52

HGS

MAY 2, 2018

On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands. At the webinar, our poll results shed slight on the state of the industry. We still have SLAs, we still have KPIs. We have also brought in text analytics.

Customer Experience 100

Customer Experience Multichannel Chatbots Banking 100

Playvox

MAY 26, 2021

For more information about how you can implement cross-selling and upselling, including best practices from contact centers that are currently cross-selling and upselling, I highly encourage you to read the full research report. Based on that research, we’ve chosen four action steps you can take now. Emphasize Educating, Not Selling.

Upselling 92

Upselling Education Contact Center Coaching 92

Cincom

FEBRUARY 21, 2025

Continuous learning through periodic coaching sessions, webinars, and refresher courses ensures that users stay up to date. Implementing best practices tailored to different sales roles and learning styles enhances adoption and long-term success. Ready to transform your sales process?

Sales 40

Sales Gamification Finance CRM 40

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

ChurnZero

NOVEMBER 26, 2024

By thoughtfully crafting your job title, you will set clear expectations and attract candidates who are the best fit for the role. To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. 3: Provide an engaging overview.

SaaS 52

SaaS Upselling Enterprise industry standards 52