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?
BlueOcean
OCTOBER 4, 2023
We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.
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InMoment XI
JANUARY 4, 2024
It can be argued that the customer experience is more important in retail than any other industry. 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.
BlueOcean
OCTOBER 6, 2020
For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. What Service Level Metrics Are Most Relevant to Your Business Now? What should your outsourcer – and you – be measuring beyond those standard metrics?
Optimove
DECEMBER 19, 2023
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates.
ShepHyken
AUGUST 30, 2019
This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.
Kayako
MAY 18, 2017
Imagine a world where reply time, a pillar of customer support metrics, wasn’t the critical factor — but it was customer context? Tips vary by how much candy is given and the manner in which the candy is presented to the customer. The importance of customer journeys in delivering effective support.
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