BlueOcean
FEBRUARY 7, 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?
InMoment XI
JANUARY 4, 2024
Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand.
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BlueOcean
OCTOBER 6, 2020
What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy?
CloudCherry
MARCH 19, 2018
Successful brands think progressively on how they can improve services and deliver delightful customer experiences. Link metrics such as CSAT, NPS and CES directly to business outcomes. A lot of customer experience programs lose momentum because of a lack of direction and no real sense.
CSM Magazine
JUNE 12, 2015
For anyone who doesn’t like the sound of that (and we certainly don’t), it’s important that you are effectively measuring the customer service performance metrics that roll up into the customer value equation. Can Any One Contact Center KPI Boost Customer Lifespan? Promoters are your moneymakers.
Wootric CX Blog
MAY 12, 2020
As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?
CloudCherry
MARCH 19, 2018
Successful brands think progressively on how they can improve services and deliver delightful customer experiences. Link metrics such as CSAT, NPS and CES directly to business outcomes. A lot of customer experience programs lose momentum because of a lack of direction and no real sense.
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