Zeisler Consulting

FEBRUARY 4, 2021

Y’all know I’m a big fan of metrics. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. So yea, I dig numbers.

Metrics 81

Metrics Contact Center Measurement Insurance 81

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Of course not. Goal 2: Coach employees.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Gainsight

OCTOBER 10, 2023

Measurement: Instead of sifting through reporting, AI tools will show relevant metrics on learner-level engagement and content impact. Workflow automation: AI will show information about a customer’s learning and assign relevant courses. That level of innovation is right around the corner. Here’s one use case.

Course 52

Course How To Healthcare Transportation 52

ReviewTrackers

MARCH 3, 2021

These are some of the questions that you must ask – and be able to answer – when you wish to successfully manage your online reputation. That’s why we came up with this list of key metrics that you might want to look out for and monitor as you work towards establishing and enhancing your presence on the Web. Google PageRank.

Metrics 123

Metrics Measurement How To Social Media 123

ChurnZero

JULY 8, 2022

asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Customer success is business success.

Metrics 98

Metrics Customer Retention Course Customer Success 98

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! 5 Metrics that shape your SaaS customer support model.

Metrics 200

Metrics Company Net Promoter Score NPS 200

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. Of course, speed matters, but if a speedy answer doesn’t help, they’ll leave more frustrated than they were before. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. They offer a plethora of learning opportunities, from in-house training programs to tuition reimbursement for external courses.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Totango

MAY 14, 2021

There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Your most fundamental key performance indicator for tracking and managing retention is your customer retention rate (CRR). Customer Retention Rate. Customer Health Score.

Customer Retention 65

Customer Retention Metrics Effort Score Net Promoter Score 65

InMoment XI

MARCH 3, 2022

Truth #1: Stagnant Programs Are Only Measuring and Managing Experiences. Many businesses keep tabs on endless amounts of metrics. In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. You see, measuring and managing is one thing—actual improvement is another.

Fashion 493

Fashion Government Measurement Voice of Customer 493

NetBase

SEPTEMBER 4, 2019

Do you know which metrics to monitor when facing a social media crisis ? Get a pen ready and write these crisis management metrics down for future reference! Metric #1: Sentiment-in-motion. Metric #2: Find the Root of the Drama. The obvious answer is you, of course. We’ll get to that some more in metric #6.

Social Media 63

Social Media Metrics Management Effort Score 63

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

TechSee

MARCH 19, 2019

When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Complex calls take longer, of course. Customer care center metrics in the era of self-service clearly require a different approach. Call Deflection Rate.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

BlueOcean

OCTOBER 4, 2023

So, of course, we’re biased. Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. There are, of course, pros and cons to this option. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” Spend some time highlighting what the metrics mean, and what your goals really are. Keep mentioning the metrics – try metric of the month!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Intraday reforecasting. Real-time adherence.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Intraday reforecasting. Real-time adherence.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

InMoment XI

JANUARY 19, 2024

It takes into account various factors, constraints, and objectives to suggest the best course of action in a given situation. It involves analyzing data, creating mathematical models, and considering various constraints and objectives to suggest the best course of action. One key benefit is its ability to provide actionable insights.

Analytics 260

Analytics Course Retail Resources 260

CX Journey

DECEMBER 11, 2014

So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. These metrics will clue you in to the full picture of your customer relationship and whether your feedback can hold back the thunderstorms.

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

NICE inContact

MARCH 13, 2019

Why would I get a performance management tool as well?” hours, which over the course of a year amounts to almost two full 40-hour work weeks! This experience might sound crazy, but there many contact center managers reading this and nodding their heads because they’ve been there! Calculations take your data to the next level.

Report 136

Report Management Average Handle Time Gamification 136

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

NetBase

JANUARY 21, 2020

They know that vanity metrics are pretty meaningless and have found tangible insight that really moves the needle for brands. Vanity metrics are enticing though. When talking to clients about how effective a campaign is, it’s important to move beyond likes and impressions – and even beyond engagement metrics. Who wouldn’t?

Metrics 64

Metrics Effort Score Analytics Fashion 64

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start. Service First.

Social Media 113

Social Media Course Training Marketing 113

ReviewTrackers

JUNE 24, 2019

These are some of the questions that you must ask – and be able to answer – when you wish to successfully manage your online reputation. That’s why we came up with this list of key metrics that you might want to look out for and monitor as you work towards establishing and enhancing your presence on the Web. Google PageRank.

Metrics 75

Metrics Measurement Social Media Course 75

SurveyGizmo

DECEMBER 27, 2022

If you’re not tracking metrics, analyzing them, and tweaking your app accordingly, you’re missing out on potential optimizations that could dramatically improve customer experience. Downloads are the starting metric for most developers. This metric can be impacted by bugs, ad campaigns, recent events, and more.

Metrics 52

Metrics Measurement Social Media Course 52

CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Establish your success metrics.

CEM 164

CEM Management Government Culture 164

Magellan Solutions

JULY 10, 2023

Effective outsourced team management strategies are essential for businesses operating nowadays. Outsourced team success depends on transparent and collaborative management. Effective management encompasses defined roles and clear communication. We will discuss proven strategies to empower you to manage your outsourced teams.

Tips 92

Tips Management How To Culture 92

CloudCherry

JULY 18, 2018

Fortunately, there’s a method to Customer Experience Management. Due to its simplicity, NPS is great for providing a broad high-level overview of customer experience to top management, but a multi-dimensional weighted Composite Scorecard Index can be more reliable and less volatile. Composite Scorecard Index.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. Of course, AHT still has a role to play. Quality versus Quantity.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

InteractionMetrics

AUGUST 31, 2020

So now more than ever, companies need insightful employee satisfaction metrics. Employee satisfaction metrics show managers how they can keep everyone safe, which technologies to invest in, and what hours to stay open. This signals that employees want management to know what’s going on with them. Here are a few pointers.

Metrics 52

Metrics Survey Leadership Measurement 52

PeopleMetrics

APRIL 12, 2017

We'll also go over customer experience management solutions, including Voice of the Customer programs. In choosing your outcome measure, you want to choose one that, if managed effectively, will lead to achievement of your stated goals. It's easier to sell a metric to leadership if other high-performing institutions are using it.

Metrics 87

Metrics Customer Experience Banking eBook 87

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. Whether we use the information to coach and manage agent performance or for broader decision-making?—?unreliable

Customer Experience Management 96

Customer Experience Management Software Customer Experience Management 96

Gainsight

MARCH 4, 2024

It is actually not difficult to demonstrate since modern training software (like Gainsight Customer Education ) incorporates tracking and reporting functions that go right to the heart of ROI metrics. The goals summarized above can be measured using the following success metrics.

ROI 52

ROI Training How To Course 52

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Customer Success 87

Customer Success Tips Management Sales 87

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Success is really about customer experience management. What happens on the inside of the organization is Customer Experience Management (CXM). . Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376