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

Beyond Philosophy

JULY 17, 2017

At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. Case Study: Enhance Your CX with This Technology. Build-A-Bear knows you can buy a stuffed animal anywhere, but people go to their stores (and pay more) because of the emotional experience.

Technology 331

Technology Consulting Consulting Customer emotions 331

TeleDirect

MARCH 13, 2025

Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT). Use case studies and real scenarios to reinforce decision-making skills. How Training Impacts Call Center Performance Metrics 1. Reduces response times and improves problem-solving abilities.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

24-7 InTouch

OCTOBER 3, 2024

This boost in efficiency translated to enhanced productivity, as the number of reviews per hour (RPH) initially increased from 9 to 13, and with continued utilization of Sidd Pro, this metric further rose to an impressive 15.4 In the past, it used to take the agents 422 hours to handle 3,422 cases.

Personalization 69

Personalization Metrics Customer Experience Customer Service 69

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. referenceResponse (used for specific metrics with ground truth) : This key contains the ground truth or correct response.

Metrics 94

Metrics Engineering APIs Benchmark 94

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Airlines 274

Airlines Metrics Advertising Sales 274

24-7 InTouch

JUNE 20, 2024

By using our approach, the brand saw an increase in average order value and significant improvements in key performance metrics like voice of the customer (VOC) and average handling time (AHT). Download the case study to see the full impact of our training program and uncover insights that can drive your business forward.

Upselling 52

Upselling Average Handle Time Metrics Sales 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 93

Best practices Metrics Customer advocacy Education 93

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

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

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

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

ShepHyken

NOVEMBER 20, 2017

A case study by Idaho Central Union by Avinash Bhaisa . My Comment: This is a great case study that proves that CX impacts the bottom line. 2) What are your favorite metrics to measure the success of CX initiatives and why? Each week I read a number of customer service articles from various online resources.

Customer Service 96

Customer Service Personalization Upselling Self service 96

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Metrics 82

Metrics Best practices Engineering APIs 82

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

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. If you want to tip the scales in your favor and produce good customer service results, see what skills , attitude and metrics you should follow.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

Interaction Metrics

JANUARY 7, 2025

While not discussed in the roundtable, heres a case study widely seen as a customer journey mapping success: Starbucks Case Study Objective : Starbucks needed to pinpoint areas for enhancing its in-store and digital experiences, so they used customer journey mapping.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

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

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

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

TeleDirect

DECEMBER 20, 2024

Look for testimonials, case studies, or industry recognition. Teledirect Advantage: Teledirect provides comprehensive reporting and analytics, offering insights into key metrics which empowers you to make informed decisions and refine your strategies. What is the call centers track record of success?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Outsource Consultants

MARCH 18, 2025

In essence, outsourcing allowed the company to scale support capacity quickly without sacrificing quality , and even improve service metrics by dedicating internal experts to the most critical tasks. These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Global Response

DECEMBER 9, 2024

Enhanced call quality Some outsourcing call centers use call monitoring and AI tools to improve call quality by tracking metrics and reviewing calls regularly for agent feedback. But dont just take our word for it; read this case study to discover how we helped one major retailer increase online sales by 25%.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

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

Nicereply

DECEMBER 17, 2024

One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success. .”

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

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

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

Beyond Philosophy

FEBRUARY 15, 2021

You can improve metrics or change outcomes using behavioral science without creating a new product, reinventing the wheel, or rebranding. Customers rated customer satisfaction metrics on a 5-point scale. Wilson adds there’s also greater recognition of the cost-effectiveness of behavioral science.

Finance 221

Finance Consulting Consulting Metrics 221

NobelBiz

MARCH 18, 2025

’ Read Case Study Dialing Habits That Hurt Your Call Deliverability 1️⃣ High Call Volume – Overcalling Leads (a.k.a. ’ Read Case Study Beyond Best Practices: NobelBizs Number Reputation Management While adhering to dialing best practices is essential, its just the beginning.

Best practices 52

Best practices B2C Call Center Consulting 52

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense.

B2C 207

B2C Banking B2B Customer advocacy 207

CX Accelerator

DECEMBER 31, 2018

They feel the pressure of meeting metrics but don’t know how and when to strike a balance. (one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. How will you measure success at 30, 60, and 90 days?

CRM 52

CRM Benchmark Feedback Metrics 52

NobelBiz

NOVEMBER 26, 2024

’ Read Case Study Questions to Ask Before Renewal 10. Why You Need to Ask This: Evaluating metrics like average response and resolution times can give insight into a provider’s reliability and commitment to customer success. Access to additional features can provide deeper insights into performance metrics.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

360Connext

OCTOBER 26, 2017

There is no perfect metric. Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. Then that might tell you about a cycle of unhappiness you need to correct.

Education 118

Education Customer centricity Metrics Customer Experience 118

ChurnZero

MARCH 14, 2025

2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals. You can do this either at an individual level, where each CSM is held to an NRR goal, or if that still feels too sales-y for your taste, the goal can take the form of an aggregate across the entire CSM team.

Upselling 52

Upselling Sales Customer retention Consulting 52