Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. In addition, aiming toward increasing FCR rates each year or quarter will help you free up more agent time to help more customers or pursue job shadowing and training opportunities. . DID YOU KNOW?

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Hodusoft

JUNE 8, 2022

Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. Keep reading this blog further to know more about the top call center performance metrics to track for success. . Customer Retention Rate.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Hodusoft

APRIL 26, 2023

You need to track and monitor a lot of parameters to ensure it’s running well. By providing the right virtual call center software , we have helped many companies running virtual call centers measure the right metrics. In this blog post, we discuss the metrics you must use to measure your call center’s performance.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

Aquire

DECEMBER 9, 2021

If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. What is customer churn rate? Customer churn rate shows the rate at which customers stop doing business with you over a given time period. The higher your churn rate, the more customers you lose.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

SugarCRM

MAY 18, 2023

Our previous blog post discussed the core CRM features for sales automation. In this blog post, we’ll touch on the key features of lead management within a CRM. For example, many organizations use core lead management tools to check in with existing customers in their CRMs when running promotions.

CRM 40

CRM Sales 40

Totango

JUNE 30, 2021

These customers run a higher risk of becoming disengaged and churning. A high adoption rate registers through concrete, measurable actions such as: High license utilization in terms of the number of active seats per account. Customers with low adoption rates are less likely to renew their subscriptions and more likely to churn.

Customer Retention 96

Customer Retention 96

Intercom, Inc.

FEBRUARY 26, 2018

In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. To understand why Run Less Software is so important, let’s map out the battlefield, the armies on it, their missions and their strategies. Interest rates are at all time lows. Money is cheap.

Engineering 224

Engineering Technology Technology Innovation 224

Intercom, Inc.

APRIL 19, 2018

Yet competition and the exponential rate of change in software are pushing against that mission. Enter our philosophy of Run Less Software. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. What it means to Run Less Software. Recodifying Run Less Software at scale.

Engineering 192

Engineering Technology Technology Start-ups 192

Lumoa

JANUARY 11, 2022

Here are some of the top reasons why NSP you should invest in NPS software: Minimizes Customer Churn Rate Business growth can be understood by measuring the inflow and outflow of the customers in the business. Churn rate those numbers of customers who left your company because of having a bad customer experience.

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Totango

JUNE 8, 2022

These companies are seeing net revenue retention (NRR) rates at over 125%, driving 10x growth, and have extremely low churn rates at 3% or less. A unified design-and run approach. The post How to Scale Your Recurring Revenue Model appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Start-ups 89

Start-ups CRM Sales Technology 89

Totango

JUNE 15, 2022

Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions. The post Why Now is the Time to Invest in Customer Success appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Right now, we are on the cusp of an economic downturn.

Customer Acquisition 103

Customer Acquisition Customer Relationship Customer Retention Start-ups 103

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Agent Ratings: So, how are we doing? Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not.

B2B 98

B2B Net Promoter Score NPS Customer Satisfaction 98

Totango

APRIL 15, 2022

Journey visualization and orchestration : Design, build, run, measure and scale customer’s experience at every stage of the journey. These types of sites also often give awards to platforms for things like highest customer satisfaction and user adoption rates, which can be a good indicator of a platform’s strengths.

Start-ups 86

Start-ups NPS Customer Retention Customer Satisfaction 86

Zendesk

JUNE 29, 2022

How to calculate lead conversion rate. Calculating your lead conversion rate (LCR) is straightforward. As an equation, your lead conversion rate looks like this: Let’s look at an example. As an equation, your lead conversion rate looks like this: Let’s look at an example. Keep your sales content fresh and accurate.

Social Media 98

Social Media Sales Start-ups CRM 98

Lumoa

DECEMBER 15, 2022

they could then write an informative blog post or create helpful social media content to attract more potential clients. Pay attention to KPIs (key performance indicators) like social shares to figure out which web pages and blog posts your readers engage with the most and bounce rate to pinpoint which needs a better user experience.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Fonolo

MARCH 16, 2021

This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Call centers run on a tight budget, so every little efficiency goes a long way. What is a good First Call Resolution Rate?

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

Intercom, Inc.

DECEMBER 6, 2019

Think about when they’re normally active on your app or program, or how often they might like to receive blog articles, news or updates from friends. A great example is Nike Run Club’s “weekly recap” message that I shared earlier. You can measure how well users respond to your messages by monitoring open or click-through rates.

Social Media 138

Social Media Start-ups 138

Fonolo

FEBRUARY 9, 2023

Callers do not abandon at a constant rate If we take the time to understand why our customers are calling, we may find that they may stand to wait a little longer to speak to someone. For a walk-through on that kind of analysis, check out this blog post. Compliance Rate Makes Your Service Level More Meaningful Trigger alert.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

The Customer Service Blog

JANUARY 26, 2021

NS&I have also received much criticism for slashing interest rates almost to zero, with little publicity or advanced warning. Its comparatively high rates of interest brought an influx of new customers. Moreover, this cut in interest rates appears to be a cynical ploy to increase profits.

Non-Profits 52

Non-Profits Government Customer Service Customer Retention 52

Hodusoft

JANUARY 16, 2023

In this blog, we will get into the details related to LCR and how businesses can benefit from it. The topics that we cover in this blog include: What is Least Cost Routing. For both inbound and inbound call traffic, LCR directs the route that delivers the best call quality and rates. How does Least Cost Routing Work?

ML 52

ML Machine Learning Contact Center Engineering 52

SurveySensum

JANUARY 17, 2024

Picture this: you just got a new refrigerator delivered, and suddenly, there’s a survey from the brand asking you to rate their service quality. These practices, along with robust customer satisfaction software are game-changers, significantly boosting response rates and yielding actionable feedback. And timing matters, too.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Totango

MARCH 5, 2021

As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate. Your customer retention rate (CRR) indicates the percentage of customers you’ve retained within a certain length of time.

Customer Retention 87

Customer Retention Net Promoter Score Start-ups NPS 87

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? When a customer gives a rating between 1-6, they are classified as detractors by the SurveySensum system, and a ticket is created immediately. Survey response rates witnessed an impressive 8% increase. How to analyze it?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Hodusoft

APRIL 5, 2023

This blog post details seven best practices for managing call center operations. That will enable you to reap handsome rewards in the long run. Ignoring that will lead to a lot of major problems starting from underperformance, high employee turnover rate, unenthusiastic workforce, and longer training periods.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Totango

DECEMBER 23, 2021

Decreased productivity, a high turnover rate, low engagement, and employees with poor mental and physical health all lead to heavy financial burdens for companies. A huge cause of high turnover rates within organizations is burnout. When employees are burned out, they are less motivated to perform and more likely to leave.

100

100

Totango

JULY 15, 2022

When the stock market is down and interest rates are climbing, businesses are often faced with some tough decisions. Each SuccessBLOC includes Totango’s Customer Experience Canvas , which is a no-code, shared visual workspace that enables organizations to design, build, run, measure and iterate on any customer journey in real time.

Scorecard 86

Scorecard Start-ups Customer Relationship Customer Experience 86

Comm100

SEPTEMBER 28, 2022

By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems. Agent utilization rate. Agent utilization rate is the best measure of how time is being used. Read more: One and Done: How to Optimize Your First Contact Resolution Rate. Click here.

Customer Satisfaction 93

Customer Satisfaction Net Promoter Score Sales Start-ups 93

Intercom, Inc.

JANUARY 30, 2019

At Intercom, we have more than 10 Custom Bots running at all times on key landing pages commonly visited by our highest-intent leads. On our blog, the bot triggers after a minute if there’s an upcoming webinar that’s relevant to the blog post, and prompts the reader to sign up. The Custom Bot on our pricing page.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

The Customer Service Blog

DECEMBER 7, 2022

But aside from this, there is also the risk of young people harming their credit ratings, which could adversely affect their future ability to get mortgages, loans, etc. Inflation is currently running at around 10% and is unlikely to go much lower in the foreseeable future. What does the future hold?

Start-ups 64

Start-ups Government Sales Customer Service 64

Totango

NOVEMBER 23, 2021

Escalations of customer support issues indicate that customers are running into barriers inhibiting successful outcomes. This will reduce your escalation rate and promote higher rates of successful outcomes. appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Your Escalations Are Going Up.

Net Promoter Score 92

Net Promoter Score CRM Customer Feedback Sales 92

Hodusoft

OCTOBER 4, 2023

In this blog post, we will discuss eleven practical ways through which Internet Telephony Solutions can help organizations reduce communication costs. LCR automatically selects the most cost-effective route for outbound calls based on predefined criteria like call destination, time of day, and carrier rates.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

Hodusoft

MAY 11, 2022

Lower operational cost in the long run when coupled with SIP trunking. For instance, it can use the speech analytics feature to generate reports and derive actionable insights to improve conversion rates. The blog covers all the important factors differentiating on-premise PBX and hosted IP PBX solutions.

CX 98

CX Government Actionable Insights Omnichannel 98

TeamSupport

JUNE 9, 2020

In this two-part blog series, we’ll run you through how to prepare to clear out the clutter and remove what you don’t need and, if required, replace it with something better. Provide overall ratings to the impact you feel each touchpoint in the customer journey is having on the entire support experience. Let’s get to work!

Touchpoint 59

Touchpoint B2B 59

Totango

SEPTEMBER 1, 2022

In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates. Overall, the benefits of SaaS QBRs boil down to higher subscription renewal rates and more revenue from upsells and referrals.

Customer Journey Map 98

Customer Journey Map Artificial Intelligence Net Promoter Score AI 98

Execs In The Know

APRIL 13, 2023

In this blog post, we’ll take a closer look at what exactly friendly fraud is, how it happens, and why you should be especially aware of it as a CX leader in today’s digital world. With the rise of technology, the number of online fraud cases is increasing at an alarming rate.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

SurveySensum

APRIL 21, 2023

This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. 5) Yes Yes End-to-end customer support (line chat, emails, blogs, etc.). Best Features: WhatsApp surveys: This feature enables users to run surveys on WhatsApp.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Lumoa

APRIL 6, 2023

CX leaders may often encounter other leaders or teams that distrust data or do not see its value, especially if the insights run counter to what they’re used to. Here’s a pro tip for CX professionals: Keep a library of resources (articles, studies, blogs, journals, etc.)

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83