Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 200

Metrics Company Net Promoter Score NPS 200

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Analytics Feedback Effort Score 117

InMoment XI

MARCH 3, 2022

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. More often than not, the reason your program may not be impacting your bottom line is because you’re not actually improving experiences.

Fashion 493

Fashion Government Measurement Voice of Customer 493

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. And many businesses feel pressure to predict the where, when, and how of their customer interactions. View the complimentary webinar from Gartner here.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. To close out the webinar, Temkin presented six trends to consider which can help shape your customer insights efforts going forward. 6 key trends of customer insights.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. To use a theater metaphor, it’s the “on-stage” interactions. Journeys & Journey Maps.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

How To 260

How To ROI Net Promoter Score Measurement 260

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. 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

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. To use a theater metaphor, it’s the “on-stage” interactions. Journeys & Journey Maps.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. To use a theater metaphor, it’s the “on-stage” interactions. Journeys & Journey Maps.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. But that’s not all.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

Uniphore

JUNE 10, 2021

We gathered these insights from 12 months of webinars and roundtable discussions with our customers. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Call Center 246

Call Center Self Service Contact Center Case Study 246

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Contact Center Management Call Center 52

West Monroe

JUNE 28, 2022

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content. As Momentive.ai

Innovation 52

Innovation Customer Experience e-support Software 52

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Metrics 98

Metrics Course Customer Success NPS 98

Uniphore

JANUARY 14, 2022

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. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

CSM Magazine

MARCH 31, 2020

We at Incite Group by Reuters Events have brought together visionaries from BT, Butternut Box and Customer Service Culture for a free webinar (10am GMT April 8th). Move to a customer-first way of thinking throughout your interactions. Sign up now to listen in live or receive the recordings here.

Customer Focused 52

Customer Focused Exceptional Customer Service How To Culture 52

Uniphore

NOVEMBER 9, 2021

In this webinar, listen to Dan Miller, lead analyst and founder of Opus Research, Derek Top, research director with Opus Research, and Uniphore senior executive -Vijai Shankar, Vice President, as they discuss key topics facing the future of contact centers, including: Driving CX by enhancing agent productivity (in call, after call, over time).

Contact Center 130

Contact Center ROI Metrics Interaction 130

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

Roadmap 52

Roadmap Metrics CRM Resources 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Here’s what we learned. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

NobelBiz

NOVEMBER 13, 2023

Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate. According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. These clients are difficult to persuade. (1–6)

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

GetFeedback

NOVEMBER 25, 2019

Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. If you’re on the hunt for a CSAT calculator that will help you measure your score and prove the possible revenue impact of satisfaction, we’ve got just the right thing for you: Our free CSAT interactive calculator. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. (If Stop thinking about NPS as a metric. Viewing NPS as another CX metric to track muddies the potential impact it can have on your organization. That’s right, zero. The Resolution.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

Comm100

JANUARY 17, 2024

They automate voice-based interactions using speech recognition and synthesis to communicate with customers. The digital revolution has altered the landscape of customer interactions. They also expect these interactions to be personalized and tailored to their preferences, as well as consistent across all channels and platforms.

Customer Service 193

Customer Service Chatbots Technology Interaction 193

Lithium

SEPTEMBER 5, 2023

The results from our research paint a picture of how consumers view their interactions with brands while offering insight into what those brands can do to gain customer trust, support, and confidence. Marketing Announcement: Advanced Twitter Metrics Changes The API supporting Advanced Twitter Metrics is being deprecated.

Gamification 52

Gamification Metrics Social Media Tips 52

Gainsight

MARCH 26, 2024

In a recent webinar, Unleash the Full Potential of CS for CSMs: Getting the Most of Gainsight , we sat down with Filley to find out how she approaches Customer Success, how she goes about her day, and what amazing results look like for her. I love interacting with people.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

RapportBoost

OCTOBER 20, 2018

– designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. About RapportBoost.

Contact Center 70

Contact Center Sales Average Handle Time Analysis 70

NobelBiz

FEBRUARY 27, 2024

Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Performance Metrics and KPIs: Monitoring call center performance is essential.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. During the webinar, Franz discussed eleven mistakes that companies make when mapping the customer journey.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

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 ! However you interact with your customers, it can be over email, chat, in person check-ins, QBRs. Watch the recording of this webinar to catch up on the full conversation!

Roadmap 52

Roadmap Customer Success Feedback Report 52

ClientSuccess

AUGUST 3, 2022

Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. In this example, the issue was resolved during the initial interaction – aka first contact – with the customer.

eBook 79

eBook Metrics Call Center NPS 79

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. It’s not about what you put out there – it’s about how social consumers interact with you and each other. Here are some highlights surrounding each: 1. What’s trending?

Social Media 49

Social Media Analytics Metrics Airlines 49

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