ROI CX Solutions

MAY 1, 2025

Read time: 8 minutes Table of Contents Introduction In todays fast-paced, customer-centric world, businesses are turning to advanced technologies to better understand and serve their customers. Make decisions based on trends and customer demographics to ensure higher satisfaction and consistent business growth.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Customer feedback. Support tickets.

Customer centricity 59

Customer centricity Best practices Metrics Accountability 59

AWS Machine Learning

FEBRUARY 18, 2025

To evaluate the system health of RCA, the agent runs a series of checks, such as AWS Boto3 API calls (for example, boto3_client.describe_security_groups , to determine if an IP address is allowed to access system) or database SQL queries (SQL: sys.dm_os_schedulers , to query the database system metrics such as CPU, memory or user locks).

APIs 70

APIs Engineering Metrics Big data 70

Tethr

AUGUST 18, 2020

Without using some sort of metric to gauge customer expectations, how do you even know if you’re coming close to meeting them? Actively listening and measuring customer feedback is the first step to making sure you are making progress toward an effortless experience. Customer-centric is more than a catchphrase.

Customer Experience 105

Customer Experience Customer centricity Customer effort Metrics 105

REVE Chat Blog

JANUARY 15, 2020

Most of the brands firmly believe the fact that good customer service has a profound effect on reducing customer churn, and eventually the bottom line. Measuring customer satisfaction is becoming the core part of every customer-centric companies. Select the customer satisfaction metric.

Metrics 75

Metrics Surveys Feedback Customer centricity 75

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 48

Customer centricity Enterprise Metrics Education 48

ShepHyken

MAY 4, 2023

Customer service productivity measures how efficiently a customer service team can handle and resolve customer inquiries and complaints. It is an important business metric, as it can impact customer satisfaction, retention, and loyalty. This can increase customer retention and loyalty, which can benefit businesses.

Customer Service 156

Customer Service Metrics Self service Customer retention 156

Calabrio

MARCH 5, 2025

Eliminate Bias: Get an unbiased view of your contact centers calls with complete coverage of 100% of interactions Easy Feedback Delivery: Quickly access performance metrics in a simple dashboard and explore individual call details with an intuitive media player that enables transparency and simple sharing of feedback.

Best practices 52

Best practices Coaching Scripts Contact Center 52

ChurnZero

NOVEMBER 26, 2024

Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. Leverage analytics and customer success metrics to track product usage, adoption rates, and customer engagement. Conduct training and workshops for clients.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Hodusoft

OCTOBER 23, 2024

The fairly new metric, which turns 21 this year, is widely used across the globe to calculate customer loyalty. In purely technical terms, Net Promoter Score is a metric to compute customer loyalty. It can also be defined as a method to calculate customer experience based on surveys. The answer is a resounding yes!

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Metrics that Reveal Upsell Opportunities.

Upselling 78

Upselling Customer centricity Enterprise Metrics 78

Totango

JULY 23, 2019

This is where the proverbial rubber meets the roads and the customer begins to use the product independently. During this phase, customer success teams carefully monitor customer metrics to make sure the product is being used often and effectively. Despite the most eagle-eyed customer management, things could go wrong.

Upselling 92

Upselling Customer centricity Enterprise Education 92

Balto

JANUARY 6, 2025

Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights. This scalable platform empowers your customer-focused initiatives and supports decision-making with advanced data collection and management capabilities.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JANUARY 17, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Tethr

JANUARY 24, 2022

Get unique insights into customer experience, customer care, and sales, with entirely different metrics and reports for each department. In the manager dashboard, you’ll see stats like “Top reasons customers are upset”, “What friction point to focus on”, and more. Request a demo with our team today.

Benchmark 98

Benchmark Average Handle Time Customer Care Sales 98

Calabrio

MARCH 5, 2025

Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025. What is Customer Experience Analytics? Topic Modeling: Identifying recurring themes and topics within customer conversations.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Playvox

JANUARY 24, 2022

What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. At that point the impact of customer frustration will already be hurting your bottom line. 86% of buyers will pay more for a great customer experience. What are Customer Experience Metrics?

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Totango

JULY 9, 2019

To improve the customer experience, everyone within your organization must adopt a customer-centric approach. Because the customer experience is the cumulative result of the effort put forth by every team member. No single person can turn the customer experience around without an organization-wide effort. .

Enterprise 90

Enterprise Customer Experience Best practices Customer centricity 90

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. KPIs to Share With Executives.

Customer centricity 73

Customer centricity Metrics Enterprise Feedback 73

Spearline

OCTOBER 7, 2022

Voice Assure Realtime enables teams to test In-country calls to your customers manually support and sales teams on-demand across 70 servers globally, bubbling up Call Detail Records (CDRs) and event recordings for any incidents. Well-developed, customer-centric IVR systems have the potential for huge customer experience (CX) wins.

Call Center 89

Call Center Interactive Voice Response Telecommunications Call flow 89

Totango

MAY 21, 2019

In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. To prevent this, show customers the value of their investment, beginning with onboarding and throughout the adoption phase.

Customer centricity 90

Customer centricity Education Advertising Upselling 90

Hodusoft

JANUARY 8, 2025

Therefore MFIs must invest in customer service training to ensure that all agents are skilled in using contact center tools and handling diverse customer queries. Well-trained agents contribute to a more efficient and positive customer experience. Ask for a Free demo!

voip 52

voip Contact Center Contact center software contact center solutions 52

NobelBiz

DECEMBER 19, 2023

The Role of Technology in Escalation In a call center, escalation management is a crucial process that ensures customer complaints or issues are resolved by a specialist, more experienced, or senior company representative. Overcoming these challenges ensures a more efficient, responsive, and customer-centric contact center environment.

Call Center 105

Call Center Management Contact Center Wait times 105

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Proactive Engagement.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. It’s about leading the way in customer satisfaction, loyalty, and business success.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Calabrio

MARCH 25, 2025

Customer feedback management and automation tools This category includes tools that streamline the collection and management of customer feedback. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Totango

JANUARY 15, 2019

It’s wise to focus on optimizing the customer journey and nurturing a feeling of constant, mutual growth and movement. The best customer retention strategies build out from a common, cross-functional focus on the customer. Operational metrics, such as support requests and customer feedback, are also vital.

Customer retention 75

Customer retention Customer centricity Enterprise CRM 75

Totango

NOVEMBER 19, 2019

Customer Experience. Customer Success. Track the Customer Experience. Every customer interaction reveals something about their product experience and their business goals. Establish unique metrics or milestones for each phase of the Customer Journey. Drive Customer-Centricity.

Best practices 64

Best practices Customer centricity Enterprise Finance 64

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. This metric provides at-a-glance insight into a customer’s likelihood to renew.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Calabrio

MARCH 4, 2025

And thats why an omnichannel contact center is the key to true customer-centricity and exceptional experiences. An omnichannel contact center offers a wealth of benefits, impacting everything from customer satisfaction to operational efficiency. This allows for faster, more personalized, and more effective support.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

NICE inContact

MAY 8, 2019

This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. It’s what customers want — and the best form of promotion you can get.

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

Totango

AUGUST 15, 2019

How to Use Customer Data: Best Practices. While technology has given customers so many options that companies must become customer-centric in order to remain competitive, having visibility of engagements also gives you many ways to learn about customer’s preferences and anticipate their needs.

Best practices 81

Best practices Customer centricity Metrics Enterprise 81

Totango

OCTOBER 1, 2019

The customer journey is best understood as four main phases: Onboarding. Each phase of the customer journey can be optimized through the pursuit of customer-centric goals. The primary goal of onboarding is to accelerate the customer’s experience of value. Request a demo to get started. Escalation.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Totango

JULY 23, 2019

This is where the proverbial rubber meets the roads and the customer begins to use the product independently. During this phase, customer success teams carefully monitor customer metrics to make sure the product is being used often and effectively. Despite the most eagle-eyed customer management, things could go wrong.

Upselling 63

Upselling Customer centricity Enterprise Education 63

NobelBiz

APRIL 30, 2024

Book a demo Key AI Technologies Used in Call Centers AI technologies play a pivotal role in modernizing call centers, enhancing both customer interactions and operational efficiencies. Automated Voice Systems Automated voice systems use sophisticated algorithms to interact with customers using natural, conversational language.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Book a demo Key AI Technologies Used in Call Centers AI technologies play a pivotal role in modernizing call centers, enhancing both customer interactions and operational efficiencies. Automated Voice Systems Automated voice systems use sophisticated algorithms to interact with customers using natural, conversational language.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104