ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Callminer

NOVEMBER 13, 2018

With this implementation, the team realized impressive improvements in key metrics associated with First Associates’ business objectives such as 25% improvement in call verification and 20% increase in payment collection rates. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Beyond Philosophy

JULY 17, 2017

At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. Register now for our FREE webinar on Employee Ambassadorship: Realizing and optimizing stakeholder value. Share your thoughts in the comments box below.

Technology 331

Technology Consulting Consulting Customer emotions 331

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Upselling B2B SaaS 100

Beyond Philosophy

AUGUST 31, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. Start at the top, as their influence is keenly felt on down the line.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. So, this post is a primer on what I’m seeing here, and I’ll just touch on a few things during the webinar.

Big data 98

Big data Contact Center Analytics Metrics 98

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 94

SaaS Metrics Customer retention Construction 94

CX Global Media

AUGUST 1, 2019

You can also learn even more by attending the webinar: How to Supercharge Contact Center Agent Performance, Onsite & @Home. 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. And just reach out, happy to talk to you.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” CS team members at all levels would do well to learn about metrics that can better articulate the effect they have on churn, renewals, and expansions.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ShepHyken

MARCH 19, 2021

does, most poignantly the upcoming webinar moderated by Shep Hyken. Aptly named Women Leading the Way: Customer Service Trends 2021 , the March 24 webinar features an all-star cast of customer service leaders — all of whom are women. Working with CX metrics. Creating a customer-centric culture. Creating a CX strategy.

Customer Service 241

Customer Service Customer centricity Self service Metrics 241

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

CX Global Media

OCTOBER 15, 2018

Incorporating access to industry insight into a supervisor’s success path can be provided through Mastermind Webinars, curated community content, open Q&A and micro-learning in a continuous learning framework. Know Your Metrics. Use a Digital Mindset. Learning activities need to link to clear business outcomes.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Contact Center Pipeline

MARCH 28, 2019

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

Contact Center 133

Contact Center Technology Analytics Metrics 133

Callminer

JUNE 21, 2017

From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. Providing data, metrics and analytics. What training methods have been the most successful for you?

Best practices 174

Best practices Call Center Morale Coaching 174

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

Fonolo

AUGUST 5, 2021

Be sure to mix up the media and training techniques involved – resources may include any of the following: Live and recorded webinars. On top of regular goal setting and check-ins, keeping an eye on your agents’ metrics can help you monitor if their training is setting them up for success. One-pagers or info sheets. Virtual workshops.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. They can apply granular product usage and customer behavior metrics to produce a bird’s-eye view of the current health of every customer within their responsibility. Get started for free today.

Best practices 127

Best practices Customer retention Metrics Enterprise 127

Fonolo

JANUARY 17, 2023

Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. Artificial intelligence fleshes out these metrics with its ability to measure customer sentiment, personality, and tone. RELATED WEBINAR: The Impact of AI on Customer Experience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Hodusoft

OCTOBER 25, 2024

Discover Insights at HoduSoft’s Webinar! To shed light on this topic, HoduSoft recently hosted a webinar titled “AI in Healthcare: The Future of Patient Experience,” where experts discussed how AI helps healthcare organizations improve efficiency across all processes, from back-office tasks to patient care.

Contact Center 52

Contact Center Healthcare contact center solutions Consulting 52

Nicereply

MAY 26, 2020

Stop with the vanity metrics. Before we get into the meat and potatoes, it’s important to note that right now is not the time to be introducing new or varied metrics to your team. Understand your metrics. Correlate your existing support metrics with other business financial metrics like churn, revenue, and retention.

Metrics 105

Metrics Average Handle Time Customer Support Customer retention 105

pindrop

AUGUST 22, 2021

The qualitative aspect of the caller-agent connection goes well beyond any statistics and metrics that contact centers use to measure and improve on their work performance. Watch the Webinar. Watch the Webinar. After all, who wouldn’t prefer to interact with someone who is invested and caring? What did they discover?

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

ClientSuccess

NOVEMBER 24, 2020

Every single department within an organization will start to rely heavily on customer success metrics. As such, data and metrics became a defining factor in decision making. . Every department from marketing to product to finance will need access to – and a detailed understanding of – customer success metrics and data.

SaaS 113

SaaS Finance Metrics CRM 113

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

SaaS 52

SaaS Metrics Advertising Upselling 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

Totango

FEBRUARY 1, 2022

In a recent Totango webinar, Chris and Elizabeth discussed the blueprint they used to help the Qlik team implement Totango, including the training program they developed and the adoption metrics they tracked to ensure the training plan was working. Use Metrics to Measure Adoption. 4 Key Takeaways . . Totango can help!

Best practices 100

Best practices Metrics Enterprise Management 100

CSM Practice

MAY 13, 2020

Another efficient way to use video is through webinars to highlight product use-cases or useful features related to the situation. ? Meet Customers For 1:1 Appointments. 3. Adjust Your Metrics and KPIs. Tighten the metrics you report on and focus on those that are critical to customer success. Prolong their contract.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Talkdesk

FEBRUARY 16, 2021

You rely on outdated analytics and business success metrics. Future-looking companies are now attaching sales and marketing metrics to their contact centers, which will require deep integrations with customer relationship management (CRM) and marketing automation systems, as well as the ability to unify that data for analysis.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

ChurnZero

FEBRUARY 25, 2022

During the webinar, we covered: What Customer Success at a startup looks like and the common mistakes to avoid. If you missed the webinar, you can watch it on-demand. At the start of the webinar, we polled our audience to find out what the top Customer Success challenges are working in a startup environment. Q&A recap.

Metrics 96

Metrics Sales Customer centricity Customer Experience 96

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 117

APIs Chatbots Metrics Education 117

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93