Callminer

NOVEMBER 13, 2018

The collaborative atmosphere of the LISTEN conference is the perfect venue to highlight their success and allow others to learn from it and take ideas back to their companies. We love to recognize our customers in this way and allow them to share their speech analytics journey with the rest of our CallMiner users.

First call resolution 260

First call resolution Analytics Sales Metrics 260

AWS Machine Learning

OCTOBER 29, 2024

Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics. She speaks at internal and external conferences such AWS re:Invent, Women in Manufacturing West, YouTube webinars, and GHC 23. In her free time, she likes to go for long runs along the beach.

Best practices 104

Best practices Feedback Metrics APIs 104

Education Services Group

APRIL 27, 2022

Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. CES (Customer Effort Score): For a metric that has the potential to be a real-time feedback avenue for customers, why does the way we ask this question seem like a kid seeking praise from a parent after doing a summersault? (And

Metrics 98

Metrics Surveys SaaS CRM 98

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. You need to show how you’ll impact those metrics one segment at a time.”. Jay Nathan , Chief Customer Officer, Higher Logic. Software vendors want in.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

CX Accelerator

MAY 15, 2019

While it’s falling out of favor to track agents on handle time, we need to be aware of the ways we reinforce speed over quality, for example by displaying time-based metrics on wallboards. And when people go too fast or they have too many competing interests, they often make the wrong calls.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Contact Center Pipeline

APRIL 27, 2017

WFM expert Tiffany LaReau’s insightful notes from the SWPP conference (a two-parter) were among our most-read blog posts this month. Other popular topics included agent scheduling, sales incentives and how to create a culture of accountability for achieving performance metrics. If […].

Metrics 140

Metrics Sales Accountability Management 140

Win the Customer

MARCH 20, 2015

In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […]. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization.

Customer Experience 144

Customer Experience Management Call Center Metrics 144

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 165

Customer Service Airlines Metrics Journey mapping 165

ShepHyken

OCTOBER 19, 2020

CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

Customer Service 202

Customer Service Chatbots Metrics Wait times 202

Callminer

JUNE 21, 2017

From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. Providing data, metrics and analytics. Using online training tools. What training methods have been the most successful for you?

Best practices 174

Best practices Call Center Morale Coaching 174

AWS Machine Learning

NOVEMBER 20, 2024

To evaluate the effectiveness of a RAG system, we focus on three key metrics: Answer relevancy – Measures how well the generated answer addresses the user’s query. By implementing dynamic metadata filtering, you can significantly improve these metrics, leading to more accurate and relevant RAG responses.

Construction 110

Construction APIs Metrics Accountability 110

Beyond Philosophy

DECEMBER 14, 2023

It is essential to put some of these metrics in place around brand attachment and emotions. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Click here.

Airlines 221

Airlines Metrics Management Technology 221

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

Banking 383

Banking Telecommunications Consulting Consulting 383

JustCall

DECEMBER 13, 2022

One of the successful products of this innovation is a conference bridge. Continue reading to know more about conference bridge s and explore how conference call bridging can foster effective in-company communication. Conference Bridge Call: An Overview. However, a conference bridge is not all about voice-only meets.

voip 52

voip Telecommunications Morale Employee engagement 52

Beyond Philosophy

JANUARY 12, 2023

They see that living by numbers and metrics will not provide the big-picture vision that CEOs need. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. The CEO is the chief experience officer.

Engineering 195

Engineering Quality management CRM Customer Experience 195

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

customer sure

JUNE 7, 2023

Earlier this year we exhibited at the Institute of Customer Service (ICS) Annual Conference, alongside a range of esteemed customer service / experience peers and experts. By a long shot, the most common question we were asked at the conference - and are asked a lot day-to-day. And we can see why.

Benchmark 62

Benchmark Surveys Feedback Customer centricity 62

Interaction Metrics

JANUARY 7, 2025

Customer Journey Mapping Is Not Just a Pretty Picture Journey mapping isnt about creating colorful diagrams to hang in your conference room. Businesses can overlay real-time metrics, bridging the gap between static planning and dynamic CX optimization. Takeaways from the Customer Journey Mapping Roundtable Takeaway #1.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

ROI CX Solutions

DECEMBER 16, 2024

Holiday tips for success: Utilize call-back queues, track metrics, prepare for common inquiries, and maintain a positive attitude when dealing with frustrated customers. Evaluate and improve: Review metrics from the holiday season to refine strategies for the next year.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Vistio

NOVEMBER 7, 2022

Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ 13;47 – 15:35 ] The intersection between agent experience and customer experience, the ASAT Metric. [ Not making enormous changes, but rather focusing on accomplishing feasible goals.

Metrics 52

Metrics Agent Empowerment Automotive Contact Center 52

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

AWS Machine Learning

AUGUST 7, 2024

The framework provides a suite of metrics to evaluate different dimensions. In our example, we evaluate responses based on the following dimensions: Answer relevancy – This metric focuses on assessing how pertinent the generated answer is to the given prompt. About the Author Wei Teh is an Machine Learning Solutions Architect at AWS.

APIs 128

APIs Chatbots Metrics Education 128

ChurnZero

NOVEMBER 26, 2024

Leverage analytics and customer success metrics to track product usage, adoption rates, and customer engagement. Represent the company at industry events and conferences. Familiarity with customer success frameworks, metrics, and best practices. training, conferences) Wellness programs (e.g.,

SaaS 52

SaaS Upselling Enterprise industry standards 52

Fonolo

MARCH 4, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. Handpicked content for you: Top Customer Service Conferences in 2020. The Tools of the Trade: Technology and Metrics.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Totango

MAY 15, 2024

This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. “AI may not replace me, but AI will definitely change the way I work.”

Sales 110

Sales Enterprise B2B Marketing 110

Call Center Weekly

JULY 18, 2017

Assign projects with deadlines, track metrics, and/or assign tasks as required. Team conference calls and video conferencing are great options. If the opposite is true, you will be able to make decisions about their future based on comparison of performance metrics. This goes further than a phone call.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Beyond Philosophy

OCTOBER 25, 2019

A conference was coming to town, and they knew hotel rooms would be scarce in San Francisco. They measure the feeling of belonging in their metrics, and they reward hosts who are successful at it. The founders of Airbnb were three guys; it was two design students and a tech partner. Airbnb pushes this message all the time.

Consulting 261

Consulting Consulting Technology Personalization 261

Lumoa

NOVEMBER 15, 2017

Johanna stated: "typical areas of development are feedback collection system in need of updating, issues with analysis and sharing data and/or immature measurement, meaning unidentified metrics or goals”. More meetings and conferences. Tommi Vilkamo talking about the current state of AI in the Finnish companies. More Lumoa.

Feedback 113

Feedback Metrics Customer Experience Technology 113

ShepHyken

DECEMBER 9, 2019

4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. LiveHelpNow) Nate Brown discussed the customer-first initiative, 4 rounds of customer experience management, and how to win customers’ loyalty the way small-town shops do during the SmallBizCX conference. My Comment: How can a small business compete with big business?

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Finally, a metric that tackles and mathematically pins down the complexity of actual product usage!

Best practices 105

Best practices industry standards Customer centricity Sales 105

SharpenCX

DECEMBER 2, 2020

Do agents have access to daily performance metrics? Surface your team’s top three performance metrics to each agent and show them their daily progress against those metrics. ( How to upskill your agents with frequent coaching and better metrics. And, map each goal to relevant metrics. Hey, over here!

Call Center 128

Call Center Customer Service Contact Center Metrics 128

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. Why are we doing a Customer Success conference ? One of the most common question to ChurnZero is : when are you going to have a conference? How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

delighted

APRIL 1, 2024

For a more quantitative metric, Net Promoter Score (NPS) surveys measure how likely attendees are to recommend your event to others on a scale of 0 (very unlikely) to 10 (very likely). How satisfied are you with the variety of topics presented at the conference? How many conferences do you attend per year? Check all that apply.

Surveys 100

Surveys Feedback Best practices Construction 100