NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. 2) Disagree. (3)

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

InMoment XI

FEBRUARY 22, 2022

Are you looking to add qualitative information to bring life to your metrics, trying to understand what makes customers angry or frustrated, or are you looking to track a recent frontline training initiative and see if customers noticed enough to talk about it? For more information on text analytics, check out this eBook!

Analytics 493

Analytics Software Tips eBook 493

NetBase

FEBRUARY 18, 2019

If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! Which metric is more important than follower count. The post The 2019 Complete Guide to Influencer Marketing eBook appeared first on NetBase. Are they correct?

eBook 55

eBook Marketing Comparison Analysis 55

PeopleMetrics

APRIL 12, 2017

It's easier to sell a metric to leadership if other high-performing institutions are using it. If your choice of metrics requires a 100-page manual or a three-credit course at a local university, then it's likely you've chosen the wrong one. A metric that everyone understands is a metric that everyone can act on.

Metrics 87

Metrics Customer Experience Banking eBook 87

InMoment XI

JULY 18, 2022

With InMoment, they are able to show stores how they rank on key metrics such as friendliness and value. For more information on using feedback throughout your organization, read our ebook here! Mystery shopping gave this business very limited data that they only had access to once a month. 2: Leveraging Customer Feedback in H.R. .

Feedback 492

Feedback Culture eBook Training 492

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs).

eBook 26

eBook Contact Center Metrics Customer Satisfaction 26

Topdown

NOVEMBER 29, 2018

We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes.

Metrics 48

Metrics Strategy Customer Experience eBook 48

Wootric CX Blog

JULY 5, 2020

Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable. NPS Example: DocuSign.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

Feedbackly

SEPTEMBER 22, 2023

Here, metrics like EVI®, NPS, and customer retention are essential. Then, metrics like conversion rate, cart abandonment rate, and customer lifetime value (CLV) matter. Regardless of the nature of your business, EVI® is a great metric to measure your customer’s state of mind and pain points throughout a customer journey.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics. Support Tickets.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

Contact Center 21

Contact Center eBook Metrics Customer Satisfaction 21

Gainsight

DECEMBER 4, 2023

What metrics should you track? Learn more in our ebook Creating a Company-Wide Culture of Customer Centricity. Understand Metrics and Objectives Once you have company-wide alignment, it’s time to clarify what you want your Customer Success organization to focus on immediately. Where do you start? Who should be involved?

eBook 52

eBook Metrics Roadmap Healthcare 52

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

Metrics 40

Metrics Net Promoter Score Effort Score Customer Experience 40

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

Contact Center 20

Contact Center eBook Metrics Customer Satisfaction 20

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics.

Financial 46

Financial Metrics Customer Success eBook 46

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Wootric

JULY 5, 2020

Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable. NPS Example: DocuSign.

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52

Feedbackly

OCTOBER 27, 2022

But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! EVI® is a metric that can effectively tap into customer feelings – a core element in decision-making. The reason is that its measure scale is more specific compared to metrics like C-SAT.

Effort Score 98

Effort Score Customer Journeys Metrics Retail 98

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Defining metrics and key performance indicators. It will take some time to measure effectiveness, and you should compare the results with internal goals and metrics. Create a framework to outline priorities.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict? Want to learn more?

eBook 79

eBook Metrics Call Center NPS 79

Comm100

DECEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant. In order to measure ROI, you need to establish some metrics: Business Metrics. Customer Experience Metrics.

Strategy 226

Strategy Customer Experience How To Effort Score 226

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics Customer Success Culture eBook 41

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. You can learn more about gathering and using customer data with these additional resources from ClientSuccess : Webinar: Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

eBook 77

eBook Metrics NPS Measurement 77

Uniphore

JUNE 10, 2021

Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. However, when agents are trained to over-optimize for metrics, like AHT, customer service often suffers. Download the eBook. Better Performance. Don't Coach to a Number. Call Center Life: Things that make you go "Umm".

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. eBook: How to Nail Your Onboarding Process.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics Customer Success eBook Culture 40

NICE inContact

SEPTEMBER 25, 2019

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Of course, no single metric is going to give you a complete picture, and you will have to discover how to adapt the big three to your business case. The Three Most Popular CX Metrics.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Gainsight

SEPTEMBER 12, 2022

How you can take control of your success by putting a laser focus on metrics. Today’s digital data and metrics tools are so powerful and accessible, it’s essential to use them to give yourself a competitive advantage. with Penny Ashley-Lawrence, SVP of Customer Success, Workiva. Ready to uplevel your CS org? Let our pros guide the way!

eBook 52

eBook Competitive Advantage Customer Success Metrics 52

CSM Magazine

FEBRUARY 11, 2021

New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. Doing business has never been more unpredictable.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. Three Business Efficiency Metrics Every Product Manager Must Know. Top Ten User Engagement Metrics to Measure Product Performance. Getting to Know the “Real” User With Behavioral Analytics. Product Adoption.

Resources 52

Resources Roadmap eBook Analytics 52