Beyond Philosophy

MAY 28, 2020

Sutherland says that if you play by the same rules as everybody else and become obsessed with comparison, you will use the same metrics as your competitors. Sutherland refers to the book Blue Ocean Strategy, which says the point of differentiation is to develop better metrics than your competitors. Apple’s was subjective.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. While there have been improvements in common metrics this year, the movements have not been significant. These projects came with a collective price tag of around $900 billion.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

AUGUST 25, 2022

There are a few things an organization can do to build this positive engagement tool for customer service. Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. The important thing here is that the tools can give you a proactive experience.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. While supplementary details can be stored in reports, the visual map should serve as a high-impact storytelling tool for executives. Takeaway #4.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ShepHyken

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Live chat and chatbots are the best tools to reduce the response time and improve the customer satisfaction rate. NPS is a customer satisfaction metric that can help you evaluate the quality of your service.

Customer Service 382

Customer Service Chatbots Education Feedback 382

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Interaction Metrics

JANUARY 31, 2025

Winner: Interaction Metrics Interaction Metrics took the top spot in the list, but for good reason: It’s the only company on the list that provides 100% scientific, done-for-you customer satisfaction surveys with transparent online pricing. Interaction Metrics company handles everything from start to finish.

Surveys 62

Surveys Metrics Benchmark Consulting 62

AWS Machine Learning

NOVEMBER 15, 2024

At AWS, we help our customers transform responsible AI from theory into practice—by giving them the tools, guidance, and resources to get started with purpose-built services and features, such as Amazon Bedrock Guardrails. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 112

APIs Government Best practices Metrics 112

AWS Machine Learning

NOVEMBER 29, 2023

And we continue to work hand-in-hand with customers to operationalize responsible AI with purpose-built tools like Amazon SageMaker Clarify , ML Governance with Amazon SageMaker , and more. During human-based evaluations, customers define use case-specific metrics (e.g., relevance, style, and brand voice).

Government 132

Government Metrics Benchmark Banking 132

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics SaaS Accountability 273

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. As for me, I think the cause is that as organizations get larger, senior leaders have more stakeholders to answer to. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions. A consultant can handle setup and ensure it meets the organization’s unique requirements.

Customer Service 52

Customer Service Management Metrics Consulting 52

ShepHyken

JUNE 2, 2024

So, we asked our consultants panel for their best advice on how to firmly (but politely) handle these conversations for the best possible outcome. Net Promoter Scores are one tool to answer that question but the authors offer another: Customer Surplus Value. It can be tough to know what to do in these situations, can’t it?

Customer Service 216

Customer Service Chatbots Metrics Consulting 216

ShepHyken

JANUARY 18, 2022

They discuss the four CX pillars: team, tools, process, and feedback. Tools: The world has changed in terms of how we speak to our customers. Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies. It’s not always in person anymore.

Journey mapping 208

Journey mapping Average Handle Time Feedback Consulting 208

ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Leadership wants to see the numbers before they make an investment.

Customer Service 230

Customer Service Journey mapping Customer Care Consulting 230

AWS Machine Learning

JUNE 13, 2022

We are excited to launch a causal contribution analysis capability in Amazon Lookout for Metrics that helps you to understand the potential root causes for the business-critical anomalies in the data. Lookout for Metrics reduces the time to implement AI/ML services for business-critical problems.

Metrics 98

Metrics Advertising Telecommunications Engineering 98

BlueOcean

APRIL 7, 2025

Balancing AI & the Human Touch AI can be a powerful tool, but it is just one cog in the customer care engine. What KPIs/metrics do you track to measure the effectiveness of your escalations from AI to live agent? Provide an example of a successful implementation of an AI tool into an existing customer care solution.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

Beyond Philosophy

JANUARY 12, 2022

Also, we discussed how Artificial Intelligence (AI) tackles these challenges and how GroupBy’s new product discovery platform powered by Google Cloud Retail AI is helping digital leaders and merchandisers improve sitewide success metrics and how retailers and wholesalers can democratize AI within frameworks quickly. .

CRM 348

CRM Technology Contact Center Personalization 348

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). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. FREE TOOL: CSAT CALCULATOR . Ways to use CSAT .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Totango

FEBRUARY 9, 2022

In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. Finally, we’ll cover how to use five of the most essential technology tools for effective contract automation. Five Tools to Help with Contract Renewal Automation. Payment Gateways.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

ShepHyken

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. Mutually exclusive and collectively exhaustive (MECE) categories are often used by management consulting firms to help problem solve. However, NLP does have its limitations, for example: .

Feedback 180

Feedback Education Chatbots Consulting 180

Call Design

NOVEMBER 17, 2020

Role-play is an especially effective tool for coaching your agents on company policies for answering the phones. Self-reflection can be a powerful tool, so take the opportunity to allow your employee to review their performance. If they don’t, provide the metrics that reveal where they need improvement.

Coaching 173

Coaching Best practices Feedback Consulting 173

ShepHyken

NOVEMBER 10, 2017

I believe that chat is an excellent self help tool. Many times, businesses want tools or resources that help their customers. A live chat tool can help businesses significantly improve lead capture efforts, customer onboarding, and long-term support. 2. Answers queries and clears doubts, around the clock. Conclusion.

Transportation 185

Transportation Analytics Banking Metrics 185

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Beyond Philosophy

JULY 11, 2019

Then, you would try to narrow it down by which ones you remember are good/cheap/fast/healthy or whatever other metrics you are using to pick a restaurant. . Knowing your customers is an invaluable tool when you are designing a Customer Experience strategy, and it is crucial for setting up memorable messaging. .

Consulting 297

Consulting Consulting Benchmark Advertising 297

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Outsource Consultants

FEBRUARY 24, 2025

At Outsource Consultants, we’ve witnessed a surge in interest for Tijuana nearshore call centers. Research from Denison Consulting concludes that companies demonstrating higher levels of performance in key areas of corporate culture, including adaptability, can significantly improve their customer satisfaction rates.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Outsource Consultants

MARCH 18, 2025

At Outsource Consultants, we’ve seen firsthand how crucial it is to understand the key factors that drive this decision. 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.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

TeleDirect

JANUARY 4, 2025

From managing high call volumes to ensuring smooth communication, the following tools and systems are critical: Automatic Call Distributors (ACD): These systems efficiently route calls to the most appropriate agents based on skillset, availability, and customer needs. Monitor real-time metrics to adjust staffing as needed.

Call Center 71

Call Center outsourcing Healthcare Multichannel 71

ProProfs Blog

JUNE 5, 2020

Christa Heibel CEO at Christa Heibel Consulting Group. Assess and deploy the right communication tools- Microsoft team, Zoom, WhatsApp, GoogleDocs, Asanaetc for the group and individual communication and shared workflow adjustments that replace the face-to-face work environment. They have access to all the online tools they need.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Beyond Philosophy

JULY 5, 2016

Most companies collect small and big data to do more targeted marketing selling, and use metrics like customer satisfaction, indices, NPS and/or CES to reward or punish employees. The technology and tools can’t replace real-time passion, or genuine commitment to the organization, brand and customers.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: Metrics such as customer retention rates, repeat purchase rates, and customer lifetime value can help you gauge the success of your emotional connection strategies.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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. Cheatham and her tool kit came into play with customer satisfaction measurement. Customers rated customer satisfaction metrics on a 5-point scale. appeared first on CX Consulting.

Finance 221

Finance Consulting Consulting Metrics 221

OctopusTech

FEBRUARY 21, 2025

If your law firm struggles to handle calls from potential and existing clients requesting consultations, submitting critical information, booking appointments, and asking urgent questions, you may need to consider outsourcing the services of a call center agency. Here are the 15 key features that you should look for: 1.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

TeleDirect

JANUARY 4, 2025

Real-Time Monitoring Performance metrics such as average response time, resolution rates, and customer satisfaction are monitored continuously to ensure quality. Healthcare Appointment scheduling, patient inquiries, and telehealth consultations. Industries That Benefit Most from 24/7 Support 1.

Healthcare 62

Healthcare Call Center call center solutions Sales 62