Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

ShepHyken

OCTOBER 21, 2019

CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

Customer Service 198

Customer Service B2B CRM Customer centricity 198

SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. Metrics can be overwhelming. The rest struggle with siloed data, little customer intelligence, and not enough personalization. Here are five ways to measure it (and the breakdown on five other confusing metrics). I get it, though.

Metrics 64

Metrics Best practices Call Center Surveys 64

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Given the current state of technology, your strategic goals must now go beyond improving metrics. The proliferation of AI and automation into our work and personal lives means that the nature of work is changing.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you. You know this.

B2B 56

B2B Personalization Customer Support B2C 56

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. We all know it from our personal lives.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. In this post, we will cover six customer success health scoring metrics that will help you get started. 6 Customer Success Health Scoring Metrics. Customer Health Score Challenge—Customer Health Data Spread Out. Product Usage.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

TeamSupport

SEPTEMBER 6, 2022

That may have cut it in the proverbial digital stone ages, but now customer support is a blossoming discipline and customers expect better and more personalized support and service. Don’t aim only for better metrics. Don’t neglect personalized customer service. Dive into our customer-centricity eBook below!

Customer centricity 98

Customer centricity B2B Customer Support Metrics 98

ClientSuccess

FEBRUARY 7, 2022

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. You can learn more about Customer Health Scoring and other metrics with these additional ClientSuccess resources: . eBook: 3 Steps To Putting Your Customer First This Year.

Upselling 81

Upselling Metrics Personalization Management 81

Nicereply

DECEMBER 20, 2022

The churn rate is a metric that measures the percentage of customers who cancel their subscription or service within a given period of time. It’s an important metric for companies to track because it can give them insights into customer satisfaction and retention. What Types of Metrics Measure Customer Satisfaction?

Advertising 52

Advertising SaaS Metrics Surveys 52

ShepHyken

JULY 25, 2016

An Amazing Experience: Personalize your CX Today! My Comment: One way to improve the customer experience is to personalize it. This is a heartwarming story of a personalized gift. This is a heartwarming story of a personalized gift. by Colin Shaw. And, if you can add an emotional connection, even better.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics SaaS Sales Marketing 40

TeamSupport

SEPTEMBER 7, 2018

It’s also essential to understand how long a person has been in this role. Click here to download our eBook on the influence of reporting and metrics in B2B customer support! By using a customer health solution, businesses can customize how they track key metrics to improve communication and retention rates.

B2B 136

B2B Metrics Feedback Customer Support 136

ClientSuccess

NOVEMBER 2, 2022

Go beyond just conceptualizing this information by tracking detailed metrics and data points to build a holistic picture of customer satisfaction and health. Building a personal investment in your product can excite customers. Personalize strategic efforts to their unique needs. . Are NPS scores taking a dip?

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

NOVEMBER 9, 2022

For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. . eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Customer Success Metrics Toolkit. Data is the driving force of any successful operations strategy. .

SaaS 68

SaaS Metrics CRM Sales 68

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Metrics in the workplace are incredibly helpful. Metrics motivate, create feedback channels, and provide employees with clarity in their work. Or, maybe your service lacks a personal touch. Setting a Standard. Overall U.S.

industry standards 52

industry standards Metrics Call Center Wait times 52

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. The Customer Satisfaction Score is a metric that addresses both strategic data uses. . Department leaders and executives can also use this metric to understand how one or multiple customer accounts are doing.

Metrics 52

Metrics Customer effort Accountability Personalization 52

Cisco - Contact Center

AUGUST 18, 2020

Workforce Optimization Analytics integrates speech, desktop, and text analytics into a single, unified analytics tool, providing supervisors with data-driven insights and vital metrics about the voice of their customers. To learn more about Webex Contact Center, read our ebook. Webex Contact Center Analyzer enhanced search.

Contact Center 128

Contact Center contact center solutions Analytics Entertainment 128

SharpenCX

DECEMBER 23, 2020

It also involves re-training agents for an era of customer contact in which interactions are increasingly personal—and frequently spread across contact channels.” Employees who believe that management is concerned about them as a whole person – not just an employee – are more productive, more satisfied, more fulfilled.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Hello Customer

OCTOBER 13, 2021

The reason for this is that many companies, whether or not they like to admit it, are still pretty conservative and stick to traditional business-driving metrics and compartmentalized reporting. Download our eBook: "NPS, CSAT or CES? Which customer satisfaction metric is right for you?". fostering cross-level collaboration.

Surveys 98

Surveys Feedback Journey mapping Metrics 98

ClientSuccess

FEBRUARY 27, 2018

Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. Align Handoffs, Data Collection, and Success Metrics Between Departments. Outcomes (Value Realization) : What are some quantifiable metrics a customer has seen?

Metrics 40

Metrics Journey mapping Coaching SaaS 40

ClientSuccess

JULY 27, 2021

Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes. When your CEO has visibility into these key customer success metrics , the executive team can better forecast decisions and drive customer strategy.

SaaS 64

SaaS Metrics Best practices Feedback 64

NobelBiz

JULY 23, 2024

Customers today expect seamless and personalized interactions across all touch points. Personalized Service Leveraging customer data from previous interactions enables agents to offer personalized service. Performance metrics and reporting tools provide insights for optimizing operations.

call center software 52

call center software Call Center Interactive Voice Response Coaching 52

Playvox

FEBRUARY 13, 2024

As an informal mentorship program, this kind of approach to employee development fuels continual personal growth opportunities for high-performing agents. This method works best when agents recognize that they are supported, want to take advantage of the opportunity for personal development, and clearly see its benefits.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

JANUARY 30, 2024

For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers. Others seek intrinsic rewards such as personal growth and development. Track metrics for success and improve the strategy and tactics as you progress.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ClientSuccess

JANUARY 30, 2023

This blog post will discuss three metrics to consider when evaluating your customer success team size. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

Best practices 70

Best practices Accountability SaaS Enterprise 70

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric. They can’t solve the interaction on the initial contact because they’re already the second person in line to help.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

ClientSuccess

OCTOBER 5, 2020

Modern customer success is all about personalization and relationships, which is why customer relationship management is so important. Personal customer relationships are still king: Even though 2020 has definitely been lacking in in-person engagement, personal relationships are still number one in the customer success world.

Management 80

Management Revenue potential Accountability Metrics 80

ChurnZero

NOVEMBER 9, 2021

Personalize Your SaaS Customer Experience. If you can personalize your interactions with your customers, you’re well on your way to improving the customer experience. There are a couple of tried-and-true ways to go about personalizing the SaaS customer experience. Give Your Customers a Voice.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ClientSuccess

DECEMBER 28, 2020

Customer success leaders can work hand-in-hand with executives to educate on how customer success directly impacts every single person in an organization, from finance to sales to marketing. eBook: How to Build and Scale a Customer Success Team. Understand how each stage of the customer journey impacts the customer.

SaaS 88

SaaS Finance Customer centricity Metrics 88

ChurnZero

JANUARY 10, 2022

You’ll be able to put together much more efficient internal workflows and define responsibilities and metrics. Your metrics are going to be different from your customers’ key metrics since you both have different goals. Explain to them that customers who onboard properly and completely see certain results a lot sooner.

Best practices 98

Best practices SaaS Metrics Sales 98

SharpenCX

AUGUST 4, 2021

Customize your cards and use a mix of questions to track your objective metrics and the subjective actions of your agent. Instead, when you use automation in your contact center, your entire team will have more time and energy to focus on delivering a more personal customer experience. Add automation to save time coaching and training.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Calling their own phone, family, friends or handling personal issues when making outbound calls. Taking unnecessary, unauthorized, or excessive personal break time.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Call Design

SEPTEMBER 21, 2021

Ensuring agents are trained to the highest standard and represent the company’s personality, values, and characteristics in all communication remains paramount to a successful customer service model and company success but also by investing in upskilling your staff, they feel motivated and engaged. Metrics include: • First call resolution.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78