Fonolo

JULY 18, 2018

There is much debate around what the right metrics are for measuring a customer’s experience when using single or multiple contact channels to resolve an inquiry or problem. Are You Measuring the Right CX Metrics? CX metrics are critical to any industry running a contact center. We’ll talk about: The Top CX Metrics.

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Metrics Contact Center Call Center Education 59

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?

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Metrics Management Sales Surveys 62

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? In there we get the experiential metric.

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Sales Chief Customer Officer Metrics Surveys 52

Totango

FEBRUARY 19, 2020

Hi, Today we have some exciting product updates, as well as an upcoming webinar you can join for more best practices. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. SuccessBLOC Scorecards, Now With User KPIs.

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Metrics Best practices Accountability Technology 71

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.

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ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” We took the results of this collaboration and created a webinar to help disseminate the results.

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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!

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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.

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SaaS Metrics Customer retention Construction 52

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.

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SaaS Metrics Accountability Technical Support 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.

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ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. 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. Overlapping metrics between customer success and product.

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Metrics SaaS Sales Marketing 40

CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more.

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Revation Systems

AUGUST 26, 2020

Prior to the pandemic, the focus was on traditional metrics in patient access, such as referral management, appointment wait times, capacity utilization, and new patient growth. Rely on Metrics to Make Operational Decisions. For many organizations, it has impacted staffing needs and job responsibilities. Reduced Staff?

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ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

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SaaS Customer retention Coaching Consulting 59

Tethr

JUNE 1, 2020

Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—may It’s time to stop forgetting the customer in QA measurement.

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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.,

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SaaS Metrics Surveys Enterprise 98

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

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Netomi

DECEMBER 23, 2021

As with any large project or undertaking, metrics are key in order to gauge performance. Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. Here, we break down the top 10 chatbot evaluation metrics to have on your radar. .

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ChurnZero

NOVEMBER 22, 2024

This month, Naomi shared how to do it in a ChurnZero webinar, which you can watch in full at the end of this article. Watch the webinar below to learn why having a “newscaster” makes a difference. Watch the full webinar here. The Participants: Experienced and tenured CSMs should lead. Want to try Outcomes Club?

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Education Analytics Metrics Feedback 52

CSM Magazine

JULY 25, 2019

To find out how, join Incite Group’s webinar, “Supercharge Your Workforce” (July 30, 11 AM EST). Register for this free webinar and join us on July 30 at 11am EST (9:00am CDT, 7:00am PDT, 3:00pm BST. (If Analyze Key Metrics and Quality Assurance: NPS? Register for this free webinar – Click Here!

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NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

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Metrics Call Center Outbound sales Contact Center 52

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?

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Metrics Management Average Handle Time Contact Center 52

Kayako

NOVEMBER 4, 2015

The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. Sign up for the webinar now. If you believe in being up front and not hiding behind canned responses, performance metrics or uptime stats – this webinar is for you.

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Banking Accountability Metrics Management 88

Outsource Consultants

AUGUST 20, 2024

In our recent webinar “From Sci-Fi to CX Reality,” hosts Tom Luther and Andrew Griffiths (The Bald and The Beard) delve into the transformative journey of artificial intelligence (AI) in the customer experience (CX) sector. Mark emphasizes that having expert support could have streamlined their processes significantly.

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Outsource Consultants

AUGUST 20, 2024

In our recent webinar “From Sci-Fi to CX Reality,” hosts Tom Luther and Andrew Griffiths (The Bald and The Beard) delve into the transformative journey of artificial intelligence (AI) in the customer experience (CX) sector. Mark emphasizes that having expert support could have streamlined their processes significantly.

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outsourcing Consulting Consulting Contact Center 67

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'

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Metrics Chief Customer Officer Coaching Feedback 77

Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

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8x8

FEBRUARY 22, 2018

And, customer complaint metrics are markedly better as well. Use metrics and statistics. You can learn more about real-life proof points, case studies, and success metrics, by joining the Aberdeen and 8x8 webinar, Dialing Up Your CX Metrics: How unified communications improves your contact center.

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Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

ChurnZero

NOVEMBER 11, 2024

Here’s his take, from the 2024 Customer Success Leadership Study Webinar. What else did we learn in the webinar? This has intensified the debate around what teams are responsible for recurring revenue, and where they report to, given that NRR is now a qualifying metric when investors and boards consider the health of a company.

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Personalization Metrics 52

ChurnZero

NOVEMBER 11, 2024

Here’s his take, from the 2024 Customer Success Leadership Study Webinar. What else did we learn in the webinar? This has intensified the debate around what teams are responsible for recurring revenue, and where they report to, given that NRR is now a qualifying metric when investors and boards consider the health of a company.

Personalization 52

Personalization Metrics 52

Fonolo

JULY 26, 2018

Research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Learn the Top CX Metrics for Improving Your Contact Center. Join us on Thursday, August 2nd at 2:00 PM ET / 11:00 AM PT for a one-hour webinar and live Q&A.

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Metrics Contact Center Education Call Center 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

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