Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have).

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

North Highland

FEBRUARY 7, 2019

In traditional program and project management (PPM) thinking, teams would define the three classic PPM constraints of budget, timeline, and scope, and then measure success or failure based on whether the project stayed within those constraints. Manage to value creation, not just scope. Provide a forum to share and enact new ideas.

Management 53

Management Return on Investment Innovation Video 53

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. 4 root causes: You get what you measure. Instead, focus on action plan progress metrics. What’s broken?

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Knowledge management covers may areas, so it is important to focus on clear, measurable objectives and projects that benefit the business.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

NobelBiz

APRIL 25, 2023

Companies must take concrete measures like automation, technology-driven service delivery models, and right-sizing staff numbers. As we will see, reexamining their operational processes and investing in new-generation technologies can enable contact centers to streamline operations and reduce costs while improving customer experience.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots? The result?

Chatbots 133

Chatbots Self Service ROI Contact Center 133

LiveChat

OCTOBER 31, 2019

They may engage with customers around the clock with effective and engaging support that effectively measures up with a live chat customer experience. By tracking key metrics like time on phone, number of inquiries, and others, the business can use customer data to forecast the potential outcomes of each interaction.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Fizzback significantly improves employee engagement by providing detailed and objective customer satisfaction metrics to optimize KPIs for any team, agent or store. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Tricia Morris

AUGUST 21, 2015

Notes Ovum Principal Analyst Keith Dawson, “Today, loyalty is based more on making it easy for customers to do business with the company , and that requires smart connections built with solutions that are contextually aware and supported by a decisioning engine and value metrics, and that blend service channels.”. Michael Fauscette.

CRM 40

CRM Customer Focused Self Service Conference 40

ChurnZero

JANUARY 26, 2021

We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . While Anticipated Value represents long-term outcomes and return on investment, an objective describes a current business goal. M – Measurable. S – Specific. Key Result.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98