InMoment XI

OCTOBER 28, 2021

The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience. All of these teams are supported by HR in terms of the people they hire and how they onboard and train them. The organization component here is key.

CRM 493

CRM Airlines Government ROI 493

PK

MAY 8, 2020

On May 28, I’ll be hosting a webinar with my colleague Derek Phillips, Director of Content Strategy at PK, called Building Connected Healthcare Experiences to Come Back Stronger from the Pandemic , in conjunction with eHealthcare Strategy & Trends. The post Webinar: Building connected healthcare experiences appeared first on PK.

Healthcare 52

Healthcare Connections Hospitality Chatbots 52

Totango

JULY 8, 2021

To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention. How to Build An Early Customer Warning System. To start building an early customer warning system, follow these three steps: 1.

System 65

System How To Customer Success NPS 65

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Proper measurements and analysis must be applied.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

NobelBiz

JUNE 13, 2023

By understanding the processes and systems at play, businesses can navigate the intricate landscape of call labeling and develop strategies to mitigate its negative impacts on their operations and public image. Of course, these are preemptive measures. Utilize the Right Number of DIDs DID stands for Direct Inward Dialing.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

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.

Innovation 52

Innovation Customer Experience e-support Software 52

NICE inContact

JULY 17, 2019

Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. And in this brief webinar, you’ll see how it can benefit your business.

Contact Center 136

Contact Center Contact Center Software Call Center Culture 136

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Couldn’t make the entire webinar? To watch the webinar, check it out on demand here. Other Visual AI applications currently working are troubleshooting routers, home security systems, and major appliances for service centers.

Call Center 109

Call Center Chatbots Technology Self Service 109

Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Measure the health model with empirical data. Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons.

Measurement 76

Measurement How To Analysis Customer Success 76

Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Measure the health model with empirical data. Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons.

Measurement 72

Measurement How To Analysis Customer Success 72

NobelBiz

FEBRUARY 27, 2024

First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call. Customer Satisfaction (CSAT) : CSAT scores measure how satisfied customers are with the service they received. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Comm100

JANUARY 17, 2024

NLP chatbots can also be connected to core systems, allowing them to process payments, check inventory, update data, and much more. Automated Ticketing System Automated ticketing systems manage and route customer support tickets automatically based on predefined criteria.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

CX University

OCTOBER 30, 2017

He will be featured in a November 15th webinar, Show me the numbers! Bridging the gap between CX measurement and real financial outcomes. “A The new consulting services are divided into two types: CX Return on Investment Measure and the Customer-Centric Business Intelligence (BI) System. Chief Marketing Officer.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

NobelBiz

JANUARY 10, 2022

Measuring the pressure level is thus an important CRM KPI. To be meaningful, measurement must be performed on an asset-by-asset basis (and over a given period). Everyone understands that the outbound Contact Rate has a direct and significant influence on the most critical outbound measure of all: the Conversion Rate.

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. You know, building a web app, improving containment measures, things like that.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. You know, building a web app, improving containment measures, things like that.

Leadership 40

Leadership Course Case Study Social Media 40

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. Follow The Link to Watch The Complete Webinar. Survey Fatigue.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

GetFeedback

JULY 19, 2019

Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. There is no perfect formula for what to measure in a VoC program. Here are the three key ingredients: Consistency: Measuring anything consistently is better than no measurements at all.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. You know, building a web app, improving containment measures, things like that.

Leadership 40

Leadership Course Case Study Social Media 40

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

Self Service 85

Self Service Chatbots Guidelines e-support 85

Oracle

OCTOBER 6, 2019

We also look really closely within our webinars. David Noel, eCommerce System Administrator and Developer, The Vermont Country Store. It’s easier for us to measure our success now that we’re in the cloud, because we have consistent metrics, and we have a consistent way to measure everybody.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

Gainsight

MARCH 12, 2024

How do they measure success with your product? ” While the topic of measurement often invites lively debate, measurement purely about course effectiveness is relatively straightforward because you can measure it with metrics available in many learning management systems (LMS). What motivates them?

Course 52

Course Tips Measurement Exercises 52

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Hear about setting up a successful VoC program in this webinar.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Hear about setting up a successful VoC program in this webinar.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Playvox

MARCH 1, 2022

As one of our recent webinar presenters put it, “No matter how big the meal, I’ll still be hungry tomorrow.” The best contact center learning management systems enable multimedia eLearning, which means agents can learn skills from: Videos eBooks Webinars Podcasts Slide decks Articles Livestream instructor-led training.

Training 83

Training Contact Center Call Center eBook 83

AWS Machine Learning

APRIL 3, 2024

Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. Choose System terminal under Utilities and files. Amazon OpenSearch Service now supports the cosine similarity metric for k-NN indexes.

Policies 98

Policies Examples Ecommerce User Experience 98

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Here’s how they did it: Step 1: They first trained the system. The Result Implementing these webinars, knowledge-sharing sessions, and videos with their customers increased their transaction rate by 18%.

Analytics 52

Analytics NPS Banking Analysis 52

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Webinars, books, conferences are certainly great ways to learn about experience management.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. It’s system designed based. Customer experience is open ended.

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. It’s system designed based. Customer experience is open ended.

Data 40

Data Customer Journeys Consulting Course 40

Kitewheel

MAY 1, 2019

The same systems that are listening to customer activities can detect when individual customers take a specific action. Watch our demonstration of customer journey analytics in action, register for the on-demand webinar for key insights into how to bring journeys to your business.

Analytics 45

Analytics Omni-Channel Measurement Marketing 45

Kayako

JUNE 23, 2016

Sean joined us for a webinar to investigate the RUF framework that Atlassian use to get customer feedback, then organize and deal with it. You can watch the full webinar, ‘ RUFing it out with customer feedback: knowing the “Why” ‘ here. Categorize and measure. Build the feedback system.

Feedback 127

Feedback How To Social Media Measurement 127

Kayako

JUNE 23, 2016

Sean joined us for a webinar to investigate the RUF framework that Atlassian use to get customer feedback, then organize and deal with it. You can watch the full webinar, ‘ RUFing it out with customer feedback: knowing the “Why” ‘ here. Categorize and measure. Build the feedback system.

Feedback 125

Feedback How To Social Media Measurement 125

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The webinar focuses on how to design the customer success strategy that is right for your SaaS company and how to operationalize, scale and automate that strategy through technology. Customer Churn.

Resources 52

Resources Customer Retention B2B Customer Success 52

Tricia Morris

FEBRUARY 12, 2016

A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact. What customer service knowledge metrics do you measure within your organization?

Metrics 40

Metrics Measurement Self Service Customer Service 40

Clarivate

APRIL 14, 2024

It can become an onerous distraction: difficult to measure and rarely the main impetus behind research effort. To this end, we intend to disseminate our proposed framework for responsibly measuring the different dimensions of societal impact through a focused engagement and publication schedule. In the third century B.C.E.,

Government 59

Government Policies Report Culture 59