datastax

MARCH 14, 2019

Lastly, we know that insights and metrics drive the business decisions that you make on a daily basis. If the end goal of your application is to create a BI dashboard for tracking these metrics, there are a myriad of tools and technologies out there that are well-suited for business intelligence or business analytics. READ NOW.

Analytics 98

Analytics Technology Data Video 98

COPC

NOVEMBER 5, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management. Did you know COPC Inc.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling.

Automotive 73

Automotive Social Media Contact Center Banking 73

Circular Edge

JUNE 5, 2019

CFOs also can drill-down into data and instantly access key metrics such as the volume of invoices out for approval, the dollar amount of invoices in each stage of processing, and invoice data by month, supplier, and type of invoice. Interested in learning more about the key metrics across your payables process?

Metrics 40

Metrics System Financial Analytics 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Innovation. Rules of the Game for Customer Experience Innovation article. Customer Experience Innovation Covers the Experience Spectrum article. Innovating the Superior Customer Experience webcast (24:09).

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

CX Journey

APRIL 7, 2016

We have been part of many innovations and successes. It’s not that traditional metrics are unimportant, but because they are “lagging indicators” that don’t show quick improvements and discourage employees, and they can bog down efforts to achieve rapid, dramatic change.

Culture 80

Culture How To Net Promoter Score Airlines 80

Kitewheel

SEPTEMBER 16, 2019

By identifying the most critical steps in your journey, your business can deploy a common set of organizational metrics that allow you to measure journey success. . Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission. So what is a journey step in practice?

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

SmartKarrot

DECEMBER 2, 2020

Catherine Blackmore is said to be the powerhouse in the CS space and innovation. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Catherine Blackmore Sue Nabeth Moore Christina Crawford Kosmowski Annette Franz Sue Duris Maria Martinez Rhonda Basler.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Help Scout

AUGUST 11, 2021

Experience reliability & innovation. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. Guest posts.

Customer Service 80

Customer Service eBook Leadership Resources 80

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. A well-researched content will give you complete leverage to do so.

How To 11

How To Comparison Wireless Fashion 11

Esteban Kolsky

MARCH 13, 2018

I introduced my framework for doing customer experience and furthered the concept from a project to an enterprise-wide initiative – including a discussion on metrics, technology, and early peek into results. Then we did the second webinar. Some of the areas where we have seen some value returned: Efficiency. Time-to-handle. Bits and pieces?

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Esteban Kolsky

APRIL 7, 2015

Recently, Esteban Kolsky, Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. This is more about service innovation, and not surprisingly, I have a slightly different take on the world.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

Amity

JUNE 24, 2016

For example, money spent on marketing progr ams results in leads, or spent on content results in tangible items like presentations, videos, infographics and white papers – which in turn can be used to generate more leads. How does this make us more innovative, competitive, and cost-effective? What is the ROI?

Customer Success 71

Customer Success Infographics ROI Customer Centricity 71

Amity

NOVEMBER 13, 2014

For example, money spent on marketing programs results in leads, or spent on content results in tangible items like presentations, videos, infographics and white papers – which can then in turn be used to generate more leads. Those with obvious measurable results attributed to single department.

Customer Success 48

Customer Success Competitive Advantage Infographics Case Study 48

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Bring in the Voice of the Customer to fuel innovation throughout the organization. White Paper.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40