InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. Integrating this data against your CX metrics is essential to the success of your business. For more in depth information on these four steps to building an ROI focused customer experience program, watch the full webinar here !

ROI 493

ROI Return on Investment Social Media Survey 493

Lithium

FEBRUARY 1, 2022

Webinars & Events Some event areas are limited to Khoros customers only. What are the most valuable community metrics? If you are a customer and unable to access anything, email us at communityhelp@khoros.com, and we’ll help. Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only.

Tips 52

Tips Engagement Metrics Groups 52

Uniphore

JANUARY 14, 2022

2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? RSVP for the webinar today! Strategic roadmap to deliver new-age customer experiences. Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Across most ACVs and ARRs, 12% of total revenue is the other metric, which actually lines up.

Metrics 52

Metrics Software B2B NPS 52

Playvox

JANUARY 13, 2022

We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. 2022 just might be The Year of the Contact Center Employee. Let’s take a closer look at these 2022 contact center trends. Employee Experience. That’s the good news.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

SurveySensum

OCTOBER 12, 2022

Top 10 Jotform competitors & alternatives in 2022. Top 10 Jotform competitors & alternatives in 2022. Live chat, webinars, emails, help docs, 24*7 support, and training for the free users. Live chat, webinars, emails, help docs, 24*7 support, and training for the free users. Why is Jotform so popular? Zoho Forms.

Survey 52

Survey Chatbots eBook Feedback 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

West Monroe

JANUARY 24, 2022

Despite some headwinds—including rising inflation, ongoing supply chain constraints that are hitting hardware businesses especially hard, and talent shortages, 2022 is shaping up to be another growth year for HT&S companies. We’ll examine some of the overarching trends affecting the high-tech & software industry in 2022.

Software 40

Software Trends Self Service B2B 40

Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. They can also create significant value.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. In 2022, expect the CX function to evolve in many organizations.

Data 98

Data Net Promoter Score NPS Effort Score 98

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy?

Roadmap 52

Roadmap Customer Success Feedback Report 52

CSM Magazine

FEBRUARY 2, 2022

Top 10 Tools for better customer acquisition in 2022. SMS, Facebook, and Webinar integrations. Real-time metrics can analyze your progress by enlisting customized individual, team, and company goals. It captures behavior, preferences, and likeliness buy-metrics before sending sales messages. Send unlimited emails.

Tools 52

Tools Ecommerce Chatbots Social Media 52

Lithium

MAY 3, 2022

In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. The 2022 Khoros Kudos Awards are now open until May 27th! Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics. Advanced CX Insights Webinars Watch now.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Lithium

APRIL 5, 2022

The bad news is that these trends will probably continue, and possibly even increase, in 2022. Chat more, sell more: How conversations unlock revenue In this on-demand webinar, you’ll see how brands can do more than just support with their chat offerings. Webinars & Events Some event areas are limited to Khoros customers only.

Return on Investment 97

Return on Investment e-support Groups Contact Center 97

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. But does it have to?

Contact Center 69

Contact Center Metrics Study eBook 69

Totango

MAY 17, 2023

Interestingly, our Totango 2022 CS Industry Report revealed 44% of CS departments reported spending around a quarter of their time collaborating with marketing, a 17% increase from the previous year. 31% of CS teams also reported spending up to half of their time with sales.

Sales 107

Sales Marketing Sports Customer Journeys 107

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. You’ll also be able to grab the full report in early November 2022. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

inQuba

SEPTEMBER 6, 2022

Gartner , in their report ‘2022 Gartner CEO and Senior Business Executive Survey’*, has reported that ‘ Customer Acquisition, Retention and Engagement’ are the top (18% selection) combined focus area for CEOs and executive teams in 2022. Who is looking at those longitudinal metrics? So, what are executives focussing on?

Customer Journeys 52

Customer Journeys Management ROI NPS 52

SmartKarrot

FEBRUARY 2, 2022

The webinar on ‘Customer Success: Learnings from 2021 and What Lies Ahead in 2022’ brought together an elite panel to shed light on customer success. With 500+ attendees, the webinar highlighted some key strategies, situations, and best practices for the customer success industry. Takeaway 1: Empowering the CS Function.

Customer Success 19

Customer Success Measurement Customers Sales 19

COPC

MAY 31, 2022

Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. In May 2022, committee members will discuss using COPC Inc.’s The cohort established guidelines, best practices, metrics and requirements that became part of a collection of performance management frameworks.

Customer Experience 101

Customer Experience Contact Center Consulting Guidelines 101

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Gainsight

OCTOBER 7, 2022

Through renewals and expansion, CS boosts the bottom line by driving Net Revenue Retention (NRR)—a critical metric for SaaS organizations. Podcasts and webinars hosted by Gainsight executives. But all of that is easier said than done. Today’s top CS teams realize the need to work smarter, not harder. Explore Pulse+ today. .

Customer Success 52

Customer Success Management Conference Leadership 52

Lithium

MARCH 1, 2022

Filter anonymous user traffic in Community Analytics Community analytics users can now filter out anonymous user traffic from the community traffic metrics. Webinars & Events Some event areas are limited to Khoros customers only. Just set the User Name filter to Anonymous to filter out anonymous traffic. Save your spot.

e-support 52

e-support Entertainment Analytics Social Media 52

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Customers who engage with training demonstrate faster adoption, higher retention, and less churn, leading to better overall customer success metrics.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Gainsight

MAY 17, 2023

The majority of organizations we surveyed hold CS responsible for Net Revenue Retention (NRR): the most important metric to thriving in this era of the SaaS economy. The Digital Customer Success Playbook At Pulse 2022, we announced the Durable Growth Playbook. But at this moment, our industry is at a crossroads.

Customer Success 52

Customer Success Self Service Conference Resources 52

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . With product usage data in place , you’ll have the ability to see macro-level and micro-level product metrics that could in-turn trigger timely customer communications and CTAs.

NPS 59

NPS Effort Score Training Roadmap 59

Clarivate

OCTOBER 5, 2023

RSC started piloting transparent peer review in 2020 and partnered with Clarivate in 2022 to use the Transparent Peer Review service through ScholarOne. These profiles include not only a researcher’s journal article history and citation metrics, but also their peer review activity, editorships, preprints and dissertations.

System 64

System Culture Study Technology 64

Playvox

OCTOBER 18, 2022

In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences.

Contact Center 69

Contact Center Management Policies Study 69

COPC

OCTOBER 13, 2021

You can also watch our State of the Vendor Management Organization webinar , which features leaders from Hilton and USAA discussing their latest vendor management experiences. As 2022 contracts are being negotiated, it is the perfect time to redesign contract requirements using this knowledge to optimize the virtual workplace.

Contact Center 52

Contact Center Call Center Training Management 52

ChurnZero

JUNE 1, 2022

You Mon also shares the one thing that new entrepreneurs must do in 2022 to win over customers. If they attended a webinar, I knew for how long. […] It was incredible. The hope is also making the CSM’s daily job easier with automation, with better metrics and that brings joy. Episode highlights. That’s really making money.

Marketing 98

Marketing B2C Technology Management 98

CSM Magazine

NOVEMBER 28, 2022

From press releases to social media campaigns that target more mobile audiences since more people are now active online through smartphones based on 2022 statistics , getting the word out can be done in various ways. That said, there are multiple ways to go about launching a product. 5) Measure KPI.

Software 52

Software Customer Service Marketing How To 52

Lithium

DECEMBER 7, 2021

Improvements to Analytics Select All in Filters without scrolling to the bottom of the options, and Custom Metric limit increased to up to 20 overall custom metrics. Thursday 12/16/2021 12:01 am PT – Monday 1/3/2022 11:59 pm PT. Webinars & Events. Understanding the Bulk Archive Feature Bulk Archive Release Notes.

Video 52

Video Resources Analytics Chatbots 52

ChurnZero

DECEMBER 27, 2022

To help you sift through it all, we’ve put together a greatest-hits compilation of our most popular content and product releases of 2022. Top ten Customer Success resources of 2022. 5/ 2022 Customer Success leadership study. 6/ How to transform Customer Success into a profit center with metrics and forecasting.

Leadership 90

Leadership Metrics Trends Customer Success 90

2020 Research

SEPTEMBER 20, 2022

Leaders from both Schlesinger Group and Apex Scoring System then shared the results in a webinar Sept. In the following webinar summary, these experts deconstruct the report to help you understand how to survive through major changes in how customers relate to their banks through times of trial and technological advancement.

Banking 52

Banking Financial Loyalty Consumers 52

Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. Related Article: Is Your Organization Ready for the Top Contact Center Trends of 2022? Intraday Management.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

ChurnZero

NOVEMBER 18, 2022

According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. In our webinar, “ Convincing your CEO to invest MORE in Customer Success ,” Jeff shares how to win more budget for your CS team by backing up your requests with the right research and data.

Customer Success 98

Customer Success Leadership Customers Sales 98