NICE inContact

JANUARY 22, 2019

There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. This conversation is being driven by contact center modernization and a realization that the old “art” of call center management is giving way to the new “science” of contact center management. Everything!

Contact Center 136

Contact Center Report Call Center Metrics 136

NICE inContact

OCTOBER 21, 2019

They are passionate and love sharing photos of the products and how they use them every day. But as chat volume continued to increase, the company took its eye off some important KPIs. The abandonment rate today, by the way, is less than 5 percent, and productivity has improved by 10-15 percent.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

ShepHyken

MARCH 2, 2018

This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. Traditional retail KPIs need to be revisited and adapted to support a model based on experience and relationship.

Retail 79

Retail Culture Sales Study 79

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Performance Metrics and KPIs: Monitoring call center performance is essential. Key Performance Indicators (KPIs) provide valuable insights. Hold queues and smart call routing play a pivotal role.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Lumoa

MARCH 8, 2023

And despite their prevalence and necessity, telco offerings are generally regarded as low-interest products. Additionally, companies should measure employees’ performance and satisfaction based on relevant feedback and not tie bonus targets to irrelevant KPIs. Telcos should also go the extra mile in seeking qualitative feedback.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Totango

APRIL 6, 2023

By using the Outlook integration , your Outlook emails will automatically be logged as touchpoints in Totango, so customer success managers can see all customer interactions in one place. These new seat licenses are add-ons to any Totango plan, making CS program visibility very accessible.

Innovation 86

Innovation Video CRM Customer Success 86

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

NICE inContact

JUNE 26, 2018

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. Sheer keeping lights on operations.

Financial 194

Financial Customer Experience Contact Center Software 194

Gainsight

DECEMBER 27, 2019

With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. Product Metrics Your Board Members Care About. The Beginner’s Guide to Product-Led Growth Metrics. The role of the board is changing.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Totango

SEPTEMBER 1, 2022

This helps to ensure that your product delivers the value your client expects while underscoring the value your client is receiving, laying the groundwork for subscription renewal by satisfied customers. Updating goals, strategies, and KPIs to pursue future objectives. Why Are SaaS QBRs Important?

Customer Journeys 98

Customer Journeys Net Promoter Score Meeting B2B 98

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Horizon CX

OCTOBER 2, 2023

The Competence Gap My initial days at the frontline were spent watching LMS (learning management system) videos, reading PDF attachments, and clicking through hundreds of multiple-choice quizzes. I know I’m supposed to scan the product and tap buttons on the keyboard, but I have never done it before. So, I sold one.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible. The term is borrowed from human resources management. Assigning account managers. Activating accounts.

Customer Journeys 93

Customer Journeys Self Service Customer Success Software 93

Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 90

Sales NPS Customer Journeys Customer Success 90

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. In the process, we’ll highlight how technology can help you not only manage escalations but anticipate and avoid them. What Causes Difficult Customer Communication?

Communication 118

Communication Strategy Chatbots Customer Journeys 118

Gainsight

APRIL 21, 2022

Since 2021, we have seen more product-led hypergrowth than in years past. Though the past two years were some of the most challenging times for businesses, it did not stop one of the most difficult seasons from producing hypergrowth for product-led companies. Product Experience . Creating a Product Roadmap?

Resources 52

Resources Handbook eBook Government 52

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. Referring your products to others is a strong sign of customer loyalty.

Loyalty 111

Loyalty Net Promoter Score Measurement NPS 111

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Any outward-facing part of your company may play a role in managing touchpoint interactions. Others may apply for specific markets and products.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

ShepHyken

DECEMBER 13, 2019

Get ahead of risk management before it strikes. Ensure that your supplier is not at risk of suddenly going out of business, do they have a steady cash flow and the ability to deliver products when you request them? Are they hitting their funding KPIs? What will happen if unforeseen costs are encountered?

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. Perhaps their team is trying out your product to see if it fits their needs.

Customer Engagement 97

Customer Engagement Engagement Tips Strategy 97

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement. What Is Product Engagement? Product adoption.

Engagement 62

Engagement Management How To Metrics 62

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Originally, retailers used this concept to make their services more appealing to consumers by showing products and services that might match their particular preferences. Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Experience Retail Effort Score 48

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. In this article, we will look at the significance of metrics and KPIs in customer service.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Tools 52

Totango

AUGUST 9, 2022

Knowledge level: as defined by how informed the customer is about a given stage of a buying process or product feature. Product usage: which segments customers based on how they are engaging with your product. Customer needs and wants. This makes it easier to see trends in data and plan strategic actions.

B2B 100

B2B Customer Journeys Social Media Net Promoter Score 100

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Learning management system (LMS) tools: Lessonly.

Customer Engagement 104

Customer Engagement Tools Engagement Knowledge Base 104

Feedbackly

MARCH 23, 2023

We’ve turned that mission into a reality with our powerful customer experience management platform and pioneering within Emotional Experience. Today, our team of dedicated professionals is constantly striving to innovate and improve our products to better serve you – our customers. our biggest release in two years!

Feedback 98

Feedback Customer Experience Customer Journeys Customer Centricity 98

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Legal advisors.

Engagement 85

Engagement Strategy Management Net Promoter Score 85

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Regular usage of accounts and product features. Adoption of advanced product features.

Customer Engagement 77

Customer Engagement Customer Journeys Engagement Tips 77

Totango

SEPTEMBER 13, 2022

A customer success playbook is a set of best practices, key performance indicators, workflows, templates, and monitoring tools designed to ensure that clients achieve desired outcomes from using your product at each stage of their customer journey. Expansion of product usage through upsells. Onboarding. Adoption of advanced features.

Customer Success 87

Customer Success Tips Customer Journeys Customer Retention 87

Totango

MARCH 15, 2022

Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls.

Customer Success 96

Customer Success Customer Journeys Resources Technology 96

Beyond Philosophy

NOVEMBER 10, 2014

Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. Others might choose product-related goals.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. B2B customer success management is a strategy for promoting outcomes that meet client goals. B2B customer service may be manual or automated.

B2B 92

B2B Customer Success Customer Service B2C 92

SurveySparrow

MARCH 5, 2024

In this blog post, we will learn more about executive dashboards and how different industries use them for industry-specific dashboard solutions. This simplified data enables C-level executives and other decision-makers to focus on Key Performance Indicators (KPIs) that are vital for business growth. What is an Executive Dashboard?

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

Feedbackly

OCTOBER 19, 2023

The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Happy customers are a resonance of the quality of your products and a pivotal element for your brand’s success. How to Use Your CSAT Survey?

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. The steps in this journey include: Awareness : Prospective customers first become aware of your brand, products and value proposition.

Customer Journeys 92

Customer Journeys Touchpoint Self Service Customers 92

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. Customer Success Management Software.

Customer Retention 94

Customer Retention Tools Software Financial 94