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

CX Global Media

JANUARY 15, 2019

In more than twenty years in the contact center industry, improving agent performance has always been a major focus. Melissa is a long-time contact center industry learning and development leader and performance improvement consultant. As with solving for any problem we deal with, focus can be a significant problem.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

NOVEMBER 9, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. If you enjoyed this post, you will also be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. Start at the top, as their influence is keenly felt on down the line.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

MAY 3, 2021

Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. Even though this article focuses on the banking industry, there’s plenty of food for thought here. It changed the way people did business – in every industry. Tip number three is all about customer service.

Customer Service 292

Customer Service Entertainment Banking Marketing 292

CX Global Media

OCTOBER 15, 2018

We are living in a time where entire industries are being reshaped with old-school routine business models being rendered useless in favor of more agile people, plans and processes. Industry Insight. Innovation only occurs through the capture of industry insight, reflection and new idea generation as a process. Time to Thrive.

Contact Center 269

Contact Center Morale Call Center Metrics 269

ShepHyken

APRIL 29, 2019

Your Most Important Business Success Metric? Franchising.com) Marketers are besieged with metrics. ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Everyone agrees metrics are vitally important.

Customer Service 50

Customer Service Abandon rate Consulting Consulting 50

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. His new metric concept is called Earned Growth Rate. Several industries use this metric already.

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

SEPTEMBER 6, 2017

After all, as your performance improves, your metrics will, too. As CX becomes more and more refined in business, you will find yourself measured not only against the best in your industry but also against the best Customer Experience out there. You must reassess, re-evaluate and refine what you are doing as you go.

Consulting 302

Consulting Consulting Finance Metrics 302

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation.

Metrics 228

Metrics Morale Benchmark Government 228

ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Customer Experience 254

Customer Experience Airlines Average Handle Time Contact Center 254

ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report. Customer loyalty is fragile.

Feedback 190

Feedback Airlines Best practices Surveys 190

ShepHyken

MAY 13, 2024

The Key Metric to Customer Retention by Jess Pingrey Many metrics go into analyzing customer retention rates, and churn rate is crucial to understanding why customers stop using your product or service or stay with you long-term. My Comment: I enjoy articles on customer service metrics. What Is Churn Rate?

Customer Service 200

Customer Service Customer retention Metrics Advertising 200

ShepHyken

OCTOBER 23, 2023

This goes beyond mere metrics and focuses on the holistic changes people experience. By shifting focus from just one metric (e.g., Plus, Shep and Aransas discuss which industries transformational experiences apply to. Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers.

Banking 223

Banking Metrics Customer Service 223

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. Bottom line… Customer support has largely been seen as an industry that requires teams to be reactive. This way, they can use real data to improve operations and internal processes. And in a way, it’s true.

Customer Support 377

Customer Support Multi-channel support voip Benchmark 377

ShepHyken

JANUARY 20, 2020

CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year. Skift) The travel industry tends to view its products as a must-have for consumers.

Customer Service 247

Customer Service B2C Entertainment Customer effort 247

ShepHyken

AUGUST 19, 2019

My Comment: Another list of mistakes to avoid… This one is focused on live chat and customer service in the retail industry. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI. Even if you’re not in retail, you should read this article. ” Consider this little factoid.

Customer Service 309

Customer Service Chatbots Contact Center Metrics 309

ShepHyken

NOVEMBER 20, 2020

NPS is a customer satisfaction metric that can help you evaluate the quality of your service. He has 10+ years of experience in marketing and sales in the IT industry and enjoys sharing his knowledge with others. Related: How to Improve Customer Experience Using Employee Feedback Data. Track and Measure Key Customer Service KPIs.

Customer Service 382

Customer Service Chatbots Education Feedback 382

CX Global Media

AUGUST 1, 2019

As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there will be more opportunities for you to supercharge your KPIs. Jim Rembach : Now, you and I know that focusing in on just those metrics and managing those metrics is not where performance and change comes from. Please Share.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

ShepHyken

MAY 26, 2024

by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? See my article on the Top 14 Customer Service and CX Metrics.) There is something here for everyone in any business or industry. Is Your Net Promoter Score Biased? but it is well worth it.

Customer Service 208

Customer Service B2B Marketing Metrics 208

Beyond Philosophy

JUNE 19, 2017

Five years ago, incentives were also tied to customer-related metrics like on-time arrivals, lost baggage claims and traveler complaints. One reason for this, the Times reports, is that airlines and other industries are under pressure from Wall Street to return strong profits each year.

Airlines 324

Airlines Consulting Consulting Customer Experience 324

Beyond Philosophy

AUGUST 30, 2018

How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. Customers that recommend you to other people are the gold-standard of successful Customer Experience. Except that it does.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

ShepHyken

JUNE 25, 2021

Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. If she doesn’t live the core values, why should you? Actions always speak louder than words. . Yes, change is hard.

Customer centricity 307

Customer centricity Coaching Consulting Consulting 307

Fonolo

MARCH 16, 2023

But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ShepHyken

NOVEMBER 25, 2024

Quotes: “There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. ” “The average handle time is not a customer experience metric. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.”

Customer Support 230

Customer Support Average Handle Time Upselling Contact Center 230

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. For an industry already facing labor challenges and the need to evolve the pandemic accelerated the need to overcome those challenges. Not average handling time or other internal metrics.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Measure what matters.

Customer Experience 246

Customer Experience B2C Government B2B 246

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? NPS, CSAT, CES, etc.)?How

Customer Experience 261

Customer Experience contact center solutions Contact Center Metrics 261

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 168

Customer Service Airlines Metrics Journey mapping 168

CX Global Media

FEBRUARY 6, 2019

For years I fell into a trap that I see many in the contact center industry fall in to. Not efficiency metrics or channels to be managed. Not efficiency metrics to be managed. It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how it’s always been done.

Contact Center 270

Contact Center B2C Coaching Call Center 270

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Industries That Benefit From 24/7 Call Centers While all industries can benefit from round-the-clock customer support, some sectors rely on it more heavily: 1. Identify trends and areas for improvement.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

Callminer

JANUARY 18, 2021

With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping teams appropriately staffed. They are an easy way to track metrics and discover trends within your agents. Caller Expectations are on the Rise. ” – F.

Best practices 226

Best practices Call Center Contact Center Scripts 226