Totango

FEBRUARY 23, 2023

Challenging economic times really put pressure on teams to retain revenue. While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target.

Net Promoter Score 86

Net Promoter Score NPS Touchpoint Technology 86

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. When I say “metrics” what’s the first thing that comes to mind? And while many of these metrics have their purpose, when it comes to agent performance, there are really two types of metrics that matter. Click here to read the original post.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. In the modern contact center, these ARE customer experience metrics.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Fonolo

JULY 19, 2018

The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. Google Is Reportedly Looking to Take Over Call Centers.”. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink. — Quartz. — Gizmodo.

Contact Center 72

Contact Center AI Technology Technology 72

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Aquire

JULY 5, 2021

Then you need to measure the right metrics. It’s down to you to use each customer service performance metric in a way that works best for your business. Customer service performance metrics by company focus. But, a really encouraging NPS score would be above 50. NPS is still only one metric, though.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Customers don’t want to call you in the first place. They definitely don’t want to call you twice. 30 Call Center Tips and Tricks You Can’t Live Without 3.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Comm100

JUNE 13, 2018

I wrote a post years ago on a similar topic but I really like Steve’s take on it as I think it gets to the heart (no pun intended) of the matter in a simple and clear manner. This was a post that actually really struck a chord with me as sadly we’ve all dealt with irate and upset customers throughout the course of our careers.

Customer Service 41

Customer Service Education CX Gaming 41

Intercom, Inc.

OCTOBER 3, 2019

. “I’ve always been entrepreneurial in some capacity, even when I was in-house” Val: I learned a lot about the entrepreneurial side of what I do now when I worked in theater because I was always working on the current gig, looking for the next one, learning to interact with people really quickly. Val: Exactly.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The crowd audibly gasps - we’ve all seen and heard bad service, but this outright hostility is really terrible! Jeff’s keynote centers around three reasons why this might happen. when asked to provide the change.

Contact Center 51

Contact Center Customer Service Start-ups Technology 51

Customer Bliss

MARCH 30, 2017

A customer room is a way for leaders (and other members of the organization) to really understand the customer experience. Whether this happens monthly, quarterly, or annually, it’s one of the most robust, direct ways for a company to really see what their customers go through to interact with them. Over time, their metrics (i.e.

Customer Experience 78

Customer Experience Net Promoter Score Engineering Manufacturing 78

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I think it’s really important for CSMs to be able to slow down conversations and be okay with not having all the answers right away. Question 3.

Technology 44

Technology Technology Engineering Start-ups 44

Intercom

MARCH 9, 2023

“We’ve got this really big model, we ask it questions in English, tell it to do things in English, and it’s pretty good at just doing what we tell it to” It’s just a different way of doing machine learning. . And that’s very useful. It’s a very general way of building features and systems.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Sales 40

Sales Start-ups NPS Customer Satisfaction 40

CX Journey

JUNE 23, 2016

It appeared on their blog on January 25, 2016. Link your customer experience metrics to financial outcomes. CEB A 1% improvement in First Call Response = $276,000 in annual operational savings for the average call center. Image courtesy of wallstreetinvestinggroup I originally wrote today's post for Intradiem.

Customer Experience 43

Customer Experience NPS Start-ups 43

Zendesk

FEBRUARY 7, 2022

That might mean following up on a messaging or social media channel with a link to relevant tips and tricks from the knowledge base or company blog. But, again, it really depends on your particular business and industry, and the people you’re supporting. Customer service. Customer support. One type of interaction. Builds relationships.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

ClientSuccess

JUNE 11, 2019

The primary focus is on product adoption and utilization of software. The focus is on servicing the customer with specific requests and providing in-person or telephone support. If you live in a remote location suggest a telephone call. You really want to know “What does Customer Success look like in your company?”

Start-ups 40

Start-ups Gaming Customer Retention Customer Loyalty 40

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Taking that time in the AM to center myself and just “be” makes all the difference. I love that; as our clients are successful, we’re successful.

B2B 52

B2B Start-ups Gaming Sales 52

ClientSuccess

MARCH 20, 2018

I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. Every customer deserves an investment in their success, and when you customer is at the center of everything you do, success is easy.”. Customer Success is a company focus not a department.

Engineering 40

Engineering Customer Experience Customer Service 40

Qualtrics

SEPTEMBER 15, 2020

The digital experience matters more today really than it ever has before. It really is an acceleration of ongoing efforts by so many companies to potentially transform so many different areas of their business.” Some [brands] are really hitting the nail on the head in certain areas and others are having a lot more of a challenge.

Healthcare 26

Healthcare CX Innovation Start-ups 26

Qualtrics

JANUARY 30, 2019

So he launched a Slack channel called “AJA” or “Ask Jonah Anything.” I ask them to tell me things that are working really well and things they think are opportunities for improvement. Feedback from managers has been really positive. For example, in 2017, we saw that people wanted more access to our CEO [Jonah Peretti].

Entertainment 20

Entertainment Start-ups Technology Technology 20

ProProfs

MAY 24, 2022

But how significant are assessments really? This blog will closely look at what an internal assessment is, internal assessment methods, advantages, tips to conduct internal assessment, and the main differences between internal assessments and external assessments. Assessment Center. Multisource Assessment.

Start-ups 52

Start-ups Sales Construction Engineering 52

Intercom, Inc.

JUNE 19, 2019

Ceci sees adoption as the top metric for success, followed by overall developer activity and app quality. It was really fun. And from that I just got to do a ton of different really neat things with the Box platform. While I was there, I really focused on developer tools. It’s been really, really fun.

Start-ups 217

Start-ups Engineering CRM Sales 217

Intercom, Inc.

OCTOBER 15, 2020

Shifting your focus from the supply side (i.e. When you’re listening to feedback you really need to unpack the language of what’s being said and make sure you understand what the customer means rather than what they say to you. ” He just looked at me like, “That’s a really good question.”

Sales 265

Sales Start-ups Engineering Education 265

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. What is an Abandoned Call? TIP: Most contact center software will generate a Call Detail Record (CDR).

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Is there any truth to such an opinion? It’s a great behavioral question. Mark Webster.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Is there any truth to such an opinion? It’s a great behavioral question. Mark Webster.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.

Net Promoter Score 96

Net Promoter Score Contact Center Customer Satisfaction Start-ups 96

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. it continues to be the default. About the Report.

Contact Center 57

Contact Center Social Media Customer Satisfaction Customer Service 57

Intercom, Inc.

SEPTEMBER 26, 2019

I think everyone likes to call themselves a platform, but I think “platform” is one of the most overused words. One of the good ways to identify what is a platform versus what isn’t is to think about what really is one. Everyone wants to be the center of the wheel. Jeetu Patel: That’s a really good question.

Start-ups 170

Start-ups Compliance Innovation Government 170

Intercom, Inc.

JUNE 6, 2019

I stumbled into journalism by starting a blog, writing in English about the French tech scene. ” Rude Baguette was my first venture in building a brand, and I think I really enjoyed that process. What prompted that change of career from journalism to SaaS? Liam: Thanks, John. It’s great to finally be on the podcast.

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

Intercom

OCTOBER 27, 2021

In this episode of Inside Intercom, we sit down with Leandra to chat about the shifting perception of support from a cost center to a profit driver and her views on the future of customer communications. As I believe, the best customer experience is truly had when we focus on that entire customer journey, every step of the way.

Customer Relationship 64

Customer Relationship Sales Start-ups Technology 64

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Customer Service 80

Customer Service Artificial Intelligence Start-ups Education 80

Intercom, Inc.

MAY 24, 2018

Looking back, we got kind of lucky in taking that step because that’s become a really big part of the business. Adam: So by having the whole marketing team be growth marketing, are you encapsulating the idea that it’s really everyone’s job to grow the company? Adam: Data is at the center of all that work. I see that a lot.

B2B 182

B2B Sales Start-ups B2C 182