Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Employee Engagement: Employees are aligned with the goals of the organization. Wondering which metric to choose?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Help Scout

JULY 20, 2021

This could look like a customer success team choosing to focus on churn and expansion metrics rather than product adoption scores and the stories they tell. Apple encourages its employees to understand the “why” behind the purchase a customer is making. Other companies choose to focus on the product over focusing on their customers.

Sales 145

Sales Feedback Metrics Surveys 145

ClearAction

NOVEMBER 5, 2017

Customer experience vision silos are perpetuated by assumptions, metrics, and processes that aren’t in-sync with the customer experience journey and life cycle. Does your customer relationship management (CRM) software focus on upselling and cross-selling or does it minimize repetition for customers and strengthen relationships?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

SoliCall

AUGUST 2, 2023

3- Clear Performance Metrics. Set clear performance metrics and key performance indicators (KPIs) that align with your call center’s objectives. Examples include average call handling time, customer satisfaction ratings, first-call resolution rate, and upselling/cross-selling targets. 4- Quality Assurance Programs.

Call Center 52

Call Center First call resolution Construction call center software 52

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Employee Engagement: Employees are aligned with the goals of the organization. Wondering which metric to choose?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CSM Magazine

DECEMBER 13, 2023

To improve work conditions and employee engagement and development, here are some things to do to keep your agents from leaving: Implement an effective onboarding program to make sure that new employees are well-trained. Provide learning opportunities to keep employees engaged in their roles. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

24-7 InTouch

FEBRUARY 25, 2020

By focusing on our team members’ experience , we improve results from a retention and employee engagement perspective, while also driving core contact center metrics such as CSAT, AHT, and attendance. Type: Determine what the most important metrics are that tell the full story. SHARE THROUGH REPORTING. Average Talk Time.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

CSM Magazine

DECEMBER 6, 2023

Greater Potential for Upselling Effective customer success training programs can also lead to greater upselling potential. Upselling is the process of convincing customers to purchase additional products or services beyond their initial purchase price. This Spotify upgrade banner shows a great upselling example.

Upselling 52

Upselling SaaS Advertising Coaching 52

SharpenCX

MAY 16, 2022

Your outbound call center metrics should be tied to your overall organizational goals. You may choose to focus on these metrics, along with others that are more relevant to your business. And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Playvox

APRIL 27, 2023

Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

JANUARY 14, 2025

Sentiment Analysis: Analyzes customer emotions to improve engagement. Contact center analytics is a crucial tool that helps businesses track and analyze performance metrics, ultimately aiming to enhance operational efficiency and customer satisfaction. Misinterpretation of metrics leading to poor decisions.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Lumoa turns the traditional approach upside down.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Employee Engagement: Employees are aligned with the goals of the organization. Wondering which metric to choose?

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

ROI CX Solutions

DECEMBER 6, 2024

Providing personalized recommendations for upselling and cross-selling AI tools can pay attention to the expressed needs and wants of customers, as well as make inferences on what those needs might be based on a variety of circumstances. Knowing how these tools influence your results will give you a fuller idea of the tools’ impact.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

delighted

MARCH 4, 2020

This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers. For instance, 70% of engaged employees indicate a good understanding of how to meet customer needs , compared to just 17% of disengaged employees. CXM drives word-of-mouth and fuels marketing.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

Global Response

DECEMBER 23, 2022

The agent can also have access to things like call history, purchase history or other customer preferences to provide personalized recommendations, upsell skillfully or provide advanced solutions. Customers won’t have to repeat themselves or their situation again and again, because their historical data will be on the screen for the agent.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

delighted

MARCH 4, 2020

This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers. For instance, 70% of engaged employees indicate a good understanding of how to meet customer needs , compared to just 17% of disengaged employees. CXM drives word-of-mouth and fuels marketing.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

Balto

JANUARY 30, 2025

Employee Engagement Features: Tracks agent satisfaction and engagement. Dynamic Campaign Management: Easily customize workflows for retention, upselling, or win-back campaigns. Pros: Focused on customer retention and re-engagement strategies. Analytics-Driven QA: Monitors and evaluates agent performance.

call center software 52

call center software Call Center Multichannel Coaching 52

SmartKarrot

APRIL 18, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Contribute to lifetime revenue expansion by identifying and addressing renewal risk and upsell opportunity organically via stakeholder consultations.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

JULY 2, 2021

Track trends in client satisfaction metrics to drive and maintain high levels of satisfaction and user adoption of products and services, deliver programs to retain clients and mitigate churn. Think strategically about how best to launch schemes for clients and drive engagement and demand from their employees.

Call Logging 10

Call Logging Upselling Accountability Employee engagement 10

SmartKarrot

DECEMBER 7, 2020

Role: Director, Customer Experience – North America Location: San Jose, CA, US Organization: Skybox Security As a Director of Customer Experience, you will be responsible for ensuring the success of our client base and deliver high levels of employee engagement and demonstrated outcomes for our customers.

Upselling 10

Upselling Employee engagement Education Best practices 10

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious. The kind of obvious.

Upselling 70

Upselling Metrics Feedback Accountability 70

Interaction Metrics

MARCH 20, 2025

That’s why at Interaction Metrics, we help companies cut through the noise and make meaningful improvements in the customer experience. this is what we do at Interaction Metrics. It also includes predictive analytics that spots customers at risk of leaving and identifies upsell opportunities. its easy to feel overwhelmed.

Enterprise 62

Enterprise Surveys Analytics Feedback 62