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

aircall

JULY 25, 2022

We’ve got a lot of experience helping SDR managers understand their team’s performance through numbers, so we’ve short-listed the eight metrics our clients and partners (and our own sales teams!) 8 Essential Sales Call Metrics. This will make this metric particularly informative and useful to you. find the most useful.

Metrics 62

Metrics Sales Management Accountability 62

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

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

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

PeopleMetrics

SEPTEMBER 17, 2015

Rather, it’s meant to illustrate the duality of every person. What are the metrics we’re watching? Get this free ebook to learn how to improve the early stages of your customer experience! Which made the rest of us the big, dumb elephant. Motivating Customer Experience Improvement. We each have a rider and elephant inside us.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

PeopleMetrics

FEBRUARY 4, 2015

It helps everyone in your business make better decisions for customers at a personal, individual level. However, if you can clarify the goal and the metrics that define success, then you can deflate them into simpler issues again. As in: “Dear employees, we’ll give you $1,000 for every full point that metric goes up. ”).

Feedback 107

Feedback Customer Experience Customer centricity Metrics 107

ClientSuccess

JUNE 22, 2021

While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. Here are five keys to remember if you’re returning to in-person customer success meetings soon: 1. In-person meetings, especially those with clients, require clear goals and agenda items. .

Personalization 52

Personalization Metrics SaaS Accountability 52

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

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Understand that customers expect a personalized experience when approaching your brand for support.

Self service 157

Self service Feedback Airlines Metrics 157

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

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

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

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

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

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 93

Contact Center contact center solutions Analytics Entertainment 93

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

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

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

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

PeopleMetrics

NOVEMBER 13, 2015

Through the lens of his personal experience, the ex-employee asked : “If REI is focused on customer experience and a co-op style of business, why are employees only being measured by membership sales?”. This scenario brings up two of our focuses at PeopleMetrics—the prospect-to-customer experience and customer experience metrics.

Sales 78

Sales Customer Experience Metrics Consulting 78

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

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

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

GetFeedback

DECEMBER 21, 2018

consumers say they’d share more personal information with a company that offers a great experience. ( 75% of online customers said they expected help within five minutes, have used comparison services for consumer goods and trusted online reviews as much as personal recommendations. Download the ebook today. American Express ).

Customer retention 156

Customer retention B2B Surveys B2C 156

Nicereply

AUGUST 3, 2021

When you start working with an outsourcer, you need one key contact person—ideally someone who really gets your company. This person should be experienced, responsive, and an excellent communicator. For more on QA, including example rubrics, check out our ebook on Quality Assurance for customer service. In the U.S.,

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . Traditional performance metrics are not relevant for self-service. The role of technology is more important than ever in improving customer service and operational efficiencies. What is Customer Self Service? Measuring Self-Service KPIs.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

SharpenCX

APRIL 8, 2020

Give agents visibility into queue metrics. Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. It’s important to remember that not all of these metrics are personally actionable to your agents, though. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Inbenta

MARCH 25, 2020

Retrieval of personal information/documents; Increase conversion rate. It is, therefore, necessary to think carefully about the metrics to monitor to ensure that once in production, the solution in place meets these KPIs and to see how it can be improved if necessary. Our ebook will give you the keys to carry out this project.

Chatbots 89

Chatbots Self service Analytics Metrics 89

Comm100

MAY 19, 2020

Phone support is how companies have traditionally been there for customers, but it can be very costly – both in terms of toll charges and person-per-hour costs. So, if you do get an inquiry from someone on the other side of the world, you can give that person the same welcome and consideration you would someone who visits your office or shop.

Best practices 111

Best practices Sales Analytics Benchmark 111

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

MARCH 29, 2021

Your customers should be able to put a face and/or personality to the name of their new vendor contact, and making an early introduction gives both sides a chance to get to know each other and build credibility for your new CSM. eBook: How to Become an Elite Customer Success Leader. Sharing the Intangible Elements.

Accountability 77

Accountability Education CRM Metrics 77

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

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics SaaS Feedback 65

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics SaaS Feedback 64