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.
Beyond Philosophy
SEPTEMBER 15, 2015
It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. Rocks and I will be presenting more information from Satmetrix’s 15th Annual Net Promoter Study in the upcoming webinar: “ 15 Years of Tracking Net Promoter: What Have We Learned? ” on September 24th at 12 p.m.
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LiveVox
MAY 20, 2020
In this short webinar, you’ll hear about the performance analytics and metrics that can help you understand the bigger picture of how your business outcomes and strategies are being impacted by. The post On-Demand Webinar: Key Metrics You Should Be Watching to Evaluate Your WFH Performance appeared first on Livevox.
Beyond Philosophy
JUNE 27, 2019
We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. To Improve the Digital Experience, You Can’t Ignore Emotions.
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance. What the best practices are for tracking and proving customer value.
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.
Beyond Philosophy
SEPTEMBER 6, 2017
After all, as your performance improves, your metrics will, too. Ensure that you choose a metric that reflects your desired CX that links directly to that CX outcome. Like a car, it requires a constant maintenance and occasional tune-ups to run smoothly. You must reassess, re-evaluate and refine what you are doing as you go.
Speaker: Derek Roberti, VP Technology, Cognigy
Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to: Enable cost reduction, performance improvement, and new possibilities for customer communication. Impact contact center metrics, KPIs, and insights.
Speaker: Nate Brown, Co-Founder, CX Accelerator
Do you have the right metrics in place to assess your true impact? Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results. Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? To drive enduring change, redirect focus on metrics you can see before touch-points. Lagging indicators are important gauges of success, but they’re not actionable.
Speaker: Casey Kostecka, Convergent
Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data. June 12th / 11:00am PT / 1:00pm CT / 2:00pm ET
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In this exclusive webinar, Diane Magers will guide you through the journey of aligning your customer and employee experience strategy with financial success. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
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