CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Find the right balance for your customers to deliver helpful feedback. The best way to encourage quality customer feedback is to make it obvious that you are listening and then doing something about what you hear.

Feedback 55

Feedback Surveys Contact Center Best practices 55

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy? That’s so obvious!”

Feedback 52

Feedback Sales SaaS Marketing 52

Hello Customer

MAY 16, 2024

Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth.

Feedback 52

Feedback Engineering Analytics Metrics 52

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Analytics 78

Analytics Feedback Marketing Metrics 78

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Feedback 78

Feedback Analytics Marketing Metrics 78

Totango

AUGUST 13, 2024

As a leader in customer success operations and a CSP implementation veteran, I was thrilled to join Matthew Lind and Jean Nairon on a recent episode of their Spotlight on Customer Success Operations webinar series to share the many tips, tricks, and wand-like strategies I’ve picked up throughout my CS career.

Customer centricity 109

Customer centricity Sales Enterprise Metrics 109

AWS Machine Learning

AUGUST 7, 2024

The framework provides a suite of metrics to evaluate different dimensions. In our example, we evaluate responses based on the following dimensions: Answer relevancy – This metric focuses on assessing how pertinent the generated answer is to the given prompt. About the Author Wei Teh is an Machine Learning Solutions Architect at AWS.

APIs 132

APIs Chatbots Metrics Education 132

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.).

Metrics 52

Metrics Surveys First call resolution Customer effort 52

inmoment

NOVEMBER 26, 2019

InMoment’s Nate Morley was joined by Savannah Harper, director of operations services at Auntie Anne’s, and Nhuy Weidinger, brand marketing manager for McAlister’s Deli, to host a webinar in partnership with FastCasual.com, “Success Starts with Your Guests: Using Guest Feedback Throughout Your Entire Organization.”

Feedback 40

Feedback Finance Revenue potential Marketing 40

ChurnZero

JUNE 6, 2024

Recently, Darren hosted a ChurnZero webinar on how to create a program that boosts product usage and adoption, builds customer loyalty, streamlines support requests, and unlocks new revenue streams. Aligning the goals with the metrics of success from start to finish will set any organization up for success. Begin with the end in mind.

Education 52

Education SaaS Feedback Metrics 52

ChurnZero

JUNE 6, 2024

Recently, Darren hosted a ChurnZero webinar on how to create a program that boosts product usage and adoption, builds customer loyalty, streamlines support requests, and unlocks new revenue streams. Aligning the goals with the metrics of success from start to finish will set any organization up for success. Begin with the end in mind.

Education 52

Education SaaS Feedback Metrics 52

Beyond Philosophy

AUGUST 23, 2017

However, these metrics don’t work for measuring CX growth, at least not directly. To avoid this common metric pitfall, you should choose one that is not only accurate and linked to CX improvement efforts but also on that is actionable and defines the day-to-day work in no uncertain terms. Invest in real-time feedback on your results.

Metrics 331

Metrics Consulting Consulting Finance 331

Beyond Philosophy

SEPTEMBER 6, 2017

Real-time feedback helps relieve the pain of change for your team. To that end, investing in real-time feedback on your efforts helps team members see why the actions you prescribe are significant. After all, as your performance improves, your metrics will, too. Yes, finance, legal, accounts receivable, we are talking about you.

Consulting 302

Consulting Consulting Finance Metrics 302

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. Just make sure you track their feedback qualitatively (percentages or ratings) so that you can measure customer feedback from one meeting to the next. eBook: Ultimate Guide to Customer Success Metrics. Want to learn more?

Metrics 77

Metrics Feedback Surveys Accountability 77

Fonolo

JANUARY 17, 2023

The software uses screen pop-ups to offer feedback to agents who can use the recommendations to deliver a better CX and get insight into their own performance. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. Call analytics.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Watch Jaclyn’s webinar on demand here, and dig into attendees’ questions below.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Feedback 52

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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: Tip: Together with the positive feedback you get from your satisfied customers it paints a clearer picture of your product. Success isn’t based on “we think” or “we feel”.

SaaS 49

SaaS Metrics Customer retention Surveys 49

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Lumoa

JANUARY 17, 2023

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Lumoa’s biggest features for 2022 Another year down! Crazy how time flies.

Feedback 78

Feedback Surveys APIs Marketing 78

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Feedback Surveys Customer Experience 40

Lumoa

DECEMBER 17, 2022

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Lumoa’s biggest features for 2022 Another year down! Crazy how time flies.

Feedback 78

Feedback Surveys APIs Marketing 78

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict?

Metrics 79

Metrics Accountability Call Center Feedback 79

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. From NPS to churn rates to revenue retention to product usage rates, dozens of metrics can be used to develop KPIs for a customer success team. User feedback and NPS. Toolkit: Customer Success Metrics Toolkit.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ChurnZero

SEPTEMBER 27, 2024

Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow. You can find out more about outcomes based customer success, and watch the webinar in full, here. 4: Build a strong feedback loop between your customer success and product teams.

Best practices 52

Best practices Accountability Sales Feedback 52

Playvox

MARCH 19, 2024

Boosting CX With robust customer data and information ready at the quick, AI-based contact center tools allow agents to help answer questions more precisely and resolve customer issues for first contact resolution – a key metric. AI can then assist the analyst to score and provide feedback. But there’s more. Powerful, right?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

aircall

MARCH 7, 2022

To dive into this topic even further, we have a special webinar on March 10. Customer satisfaction is an important metric and can go a long way to show how your team and product are performing. . In our webinar , we’re welcoming…. For starters, we recommend evaluating customer feedback. We’ve even written a few ourselves!

Customer Experience 71

Customer Experience CRM Metrics Sales 71

Playvox

FEBRUARY 27, 2024

Modern WEM solutions for contact centers include support for: Recruitment and onboarding Evaluation and improvement Time management Assistance and task management Metrics and recognition Customer journey analytics A WEM suite includes the core quality management (QM) and workforce management (WFM) modules.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Why should CSMs track product metrics?

SaaS 52

SaaS Metrics Surveys Feedback 52

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Structured feedback.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Totango

JUNE 15, 2021

A customer health score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red. Customer Satisfaction- are you getting feedback from customers in the form of CSAT, CSM sentiment and satisfaction scores? Advocacy – is this customer a brand advocate? Health Scorecard.

Metrics 95

Metrics Enterprise Accountability Feedback 95

Nicereply

NOVEMBER 21, 2023

This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Fred Reichheld dubbed this metric the “ one number you need to grow. Strong NPS is the backbone of a thriving customer experience.

Surveys 59

Surveys B2B Feedback Education 59