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?
CloudCherry
AUGUST 26, 2019
Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. In reference to these four core capabilities, there were three survey results worth mentioning.
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TechSee
OCTOBER 5, 2020
In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. This focus on customer satisfaction has led companies to shift their measures of success as well.
CX Accelerator
DECEMBER 31, 2018
Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Are there too many, are they too “strict”, and in what way is it measured/are they held accountable? May 2019 be the year of authentic culture for all of us!
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort.
NICE inContact
APRIL 2, 2019
And the final score of a single game isn’t the only measure of success – it’s about executing for the entire season to take home the League Title. Yes, there are operational metrics that you can improve – like winning a game here and there. Call the plays you need, when you need them (execute and measure results).
CloudCherry
FEBRUARY 11, 2019
This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” NPS & Other Metrics. An Overview. The Solution.
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. February 13th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. The various measurements used to monitor CX results. February 25th, 2019 9:00 AM PST, 12:00 PM EST, 5:00 PM GMT.
Speaker: Nate Brown, Co-Founder, CX Accelerator
Do you have the right metrics in place to assess your true impact? When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019. January 29th, 2019, 12:30PM PST, 3:30PM EST, 7:30PM GMT
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? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. Employee engagement.
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