24-7 InTouch

OCTOBER 7, 2024

Additionally, agents had to leave detailed case notes and categorize each case, increasing after-call work (ACW) and inflating AHT. With targets set on improving these metrics, they needed a solution that could streamline agent workflows while maintaining high service standards.

Average Handle Time 52

Average Handle Time Metrics Technology Customer Experience 52

Genroe

OCTOBER 16, 2023

In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics.

Metrics 52

Metrics Customer Experience 52

24-7 InTouch

FEBRUARY 17, 2023

We leverage our expertise in the gig economy to launch and scale quickly while achieving key performance metrics: 95%+ CSAT 95% Service levels (Goal of 80%) 85%+ Voice Handled Compliance The post Case Study: Mosaic Languages Improves Global Reach appeared first on IntouchCX.

Metrics 52

Metrics Service level Customer Service 52

AWS Machine Learning

SEPTEMBER 26, 2024

The integration with Amazon Managed Service for Prometheus makes it possible to export of metrics related to your HyperPod cluster resources, providing insights into their performance, utilization, and health. The following screenshot shows a Grafana dashboard.

Scripts 121

Scripts APIs Metrics Management 121

Expivia

JULY 19, 2023

However, beyond these metrics, we also wanted to ensure we had agents who were naturally positive, eager to learn, and willing to make an effort. The post Transforming Your Contact Center Culture: A Case Study in Attitude and Effort appeared first on Expivia | USA Based Call Center.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

24-7 InTouch

JANUARY 11, 2023

We leverage our expertise in the gig economy to launch and scale quickly while achieving key performance metrics: 95%+ CSAT. We partnered with a delivery service owned by a large multinational retail corporation to provide support to delivery drivers. 95% Service levels (Goal of 80%). 85%+ Voice Handled Compliance.

Customer Service 52

Customer Service Metrics Service level 52

Revation Systems

FEBRUARY 6, 2020

The healthcare organization was in need of a solution that could provide more granular data to provide better contact center metrics that would enable them to provide better care. With access to data in real-time and a deeper understanding of these metrics, healthcare contact center agents can offer a better experience to patients.

Abandon rate 62

Abandon rate Contact Center Technology Healthcare 62

Interaction Metrics

DECEMBER 10, 2018

The post How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo appeared first on Interaction Metrics.

Feedback 54

Feedback Surveys Metrics 54

Vistio

MAY 8, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                                Today we’re analyzing actual stories and case studies of the unintended consequences of performance management systems with our guest Dave Seaton. Thanks for joining us! [

Metrics 52

Metrics Customer Experience Airlines Government 52

CSM Magazine

MARCH 26, 2020

It’s evident that when customer support is natively integrated operation metrics will improve and customer satisfaction will soar. On-demand companies must adopt mobile as a primary platform for engaging with customers and include more than just the service in-app. has made this a priority and has already started to reap the benefits!

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

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

Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? Deflection Rate.

Metrics 59

Metrics Average Handle Time Airlines Chatbots 59

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

Nicereply

JUNE 18, 2020

Each of these metrics asks a different question and aims to address a different part of the experience you provide. There is currently no native way to measure any other customer satisfaction metric apart from CSAT in Zendesk. Luckily there are some 3rd party options that allow you to survey for other metrics. But guess what.

Metrics 86

Metrics Surveys Customer effort Education 86

ProProfs Blog

DECEMBER 11, 2020

However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly. Some of the key benefits of in-app surveys related to service quality metrics are: Customer validation for specific offerings, services, and features. Monitoring Service Quality Metrics. Let’s check them out. Let’s find out!

Metrics 78

Metrics Customer Service Surveys Customer effort 78

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 Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Select VoiceCom Blog

JANUARY 8, 2024

The Customer Satisfaction score, or CSAT score, is a key performance metric that is challenging for any business to maintain, even more so when your business is in the dynamic realm of media. Firstly, their CSAT metrics experienced a marked rise, moving from the low 70s to a commendable 90%.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

CCNG

JUNE 8, 2022

Still, others have moved to these management systems, allowing agents to see how they’re doing on several different metrics – and thus potentially improving them. ? ?One As such, they will enjoy the dramatic improvements in both metric/KPI performance that many early-adopting contact centers already have experienced.

Contact Center 195

Contact Center CCNG Gamification Coaching 195

8x8

FEBRUARY 22, 2018

Customer retention is higher–the study shows a 9.9 percent for other companies in the study. And, customer complaint metrics are markedly better as well. Use metrics and statistics. percent improvement for companies integrating the contact center with the business, as opposed to 5.3 So, how to proceed?

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

CX Global Media

AUGUST 1, 2019

Recently one of our BPO customers did a case study. They did a case study and they looked at the performance and sort of their agent productivity, with the amplifAI platform and without. You do that by driving the right actions based on those metrics and based on the performance of those agents. We’re growing fast.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Failing to Monitor Results Lastly, failing to monitor and evaluate results is like driving a train blindfolded.

Contact Center 195

Contact Center CCNG Best practices Technology 195

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. 29:22 We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering).

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

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 Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

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 Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

delighted

OCTOBER 22, 2019

The team decided to use NPS as one of their key metrics for measuring exactly how a customer felt about their Bonobos experience and whether or not the customer would be willing to refer Bonobos to friends or family. Bonobos thrives on data and measures business decisions carefully.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

8x8

FEBRUARY 22, 2018

Customer retention is higher–the study shows a 9.9 percent for other companies in the study. And, customer complaint metrics are markedly better as well. Use metrics and statistics. percent improvement for companies integrating the contact center with the business, as opposed to 5.3 So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

Customer retention is higher–the study shows a 9.9 percent for other companies in the study. And, customer complaint metrics are markedly better as well. Use metrics and statistics. percent improvement for companies integrating the contact center with the business, as opposed to 5.3 So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Convoso

OCTOBER 10, 2019

How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. And get the case study for more on the Convoso features that helped RMC increase conversions by 75%.

Contact Center 120

Contact Center Contact center software Outbound sales call center software 120

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. Are Case Studies Effective? Like any other field, the world is divided on the efficacy of case studies.

SaaS 10

SaaS B2B Feedback Education 10

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Feedback Surveys Customer Experience 40

JivoChat

JANUARY 15, 2023

Nearly all email platforms will have detailed analytics to help you track your email metrics. You can use your metrics to easily identify high or low-performing sequences and report results to your team. Use Case Studies as Sales Enablement Content. Whenever you can, send your case studies and social proof to your leads.

Best practices 75

Best practices B2B Sales Multichannel 75

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 Wait times Contact Center 105

Kayako

MARCH 3, 2016

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Navigate this guide: Productivity metrics. Performance metrics.

Metrics 69

Metrics Customer Support Abandon rate Average Handle Time 69

Outsource Consultants

AUGUST 20, 2024

22:15 – Case studies: Examples of successful AI implementations in customer experience that highlight funding strategies. For more insights on enhancing CX metrics strategically, visit our blog on How to Enhance CX Metrics Strategically.

outsourcing 67

outsourcing Consulting Consulting Contact Center 67

Outsource Consultants

AUGUST 20, 2024

22:15 – Case studies: Examples of successful AI implementations in customer experience that highlight funding strategies. For more insights on enhancing CX metrics strategically, visit our blog on How to Enhance CX Metrics Strategically.

outsourcing 67

outsourcing Consulting Consulting Contact Center 67

CSM Magazine

MARCH 13, 2024

In a recently published case study , and with Sabio’s help, Sweaty Betty launched an integrated omni-channel customer relationship management (CRM) platform that provided agents with 360-degree customer views leading to a 66% decrease in first response times. You can read the full case study here.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

AWS Machine Learning

NOVEMBER 1, 2024

The CRASH trial case study We can further examine the impact of carbon emissions associated with clinical trials through the carbon audit of the CRASH trial case lead by medical research journal, BMJ. metric tons of carbon dioxide per year. According to the EPA, the average passenger vehicle emits about 4.6

Metrics 116

Metrics Transportation industry standards Analytics 116