Execs In The Know

APRIL 7, 2024

But for the agents, the knowledge of the team being more focused on productivity will naturally lead to more awareness of how they are doing on a day-to-day basis. It can be very easy to update to reflect the proper efficiency metrics. Post originally published on the Zendesk blog. Remember: WFM is a partnership.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

CX Accelerator

OCTOBER 25, 2018

How can we bypass the milestones of Omnichannel and a useful knowledge base, while expecting to virtualizesupport? Great knowledge and harmonized service across all channels are the foundation on which AI will rest. Implementing the methodology of KCS (Knowledge Centered Support) is a likely next step.

CX 140

CX Net Promoter Score NPS Contact Center 140

SurveySensum

OCTOBER 10, 2023

So, with this blog, we have mined the top 9 Delighted alternatives by examining their features, pros, and cons. Quick Overview of Top 9 Delighted Alternatives in 2023 Here is a quick overview of the top 9 Delighted alternatives based on their G2 score, pricing, etc. 5) Yes Yes FAQs/Forums Knowledge Base, emails, and phone support.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

SurveySensum

OCTOBER 12, 2023

So, with this blog, we will talk about the top 7 InMoment alternatives and competitors that you can explore for effective feedback management. So, we scoured product review platforms like G2, and Capterra, to give you the pros, cons, and best features of each of the 7 InMoment alternatives, based on customer reviews.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . The specialty of Customer 360 is creating a real-time picture of customer health across your entire user base. Product usage and adoption metrics.

Net Promoter Score 109

Net Promoter Score NPS CRM Scorecard 109

Comm100

MARCH 21, 2023

Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website. To learn more about developing self-service options for your customers, read 4 Easy Steps for Building an Internal Knowledge Base.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

Zonka Feedback

OCTOBER 1, 2022

You can also use CX metrics for this purpose. Use the right metrics. Use the right metrics in your Product Feedback Surveys to obtain feedback from your customers, and leverage the data so collected to take action. You can use metrics like NPS, CSAT, and CES to collect product ratings from customers.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Totango

JUNE 30, 2020

During a crisis, that support and guidance should rely on a clear understanding of your customer and engagement based on facts, not guesswork. Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Tips on Communications During a Crisis. Segmentation and Support.

Customer Retention 127

Customer Retention Customer Experience 127

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. A constant monitoring of call queues, agent availability, and quality of service, helps in efficient allocation and utilization of resources based on current conditions.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. Ensure that the tool can handle an increasing volume of feedback as your customer base expands. Qualtrics Contact them for details 4.4 (5)

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Intercom

MAY 9, 2023

Well, we believe customer service leaders already have all of the knowledge and expertise they need to implement AI and uplevel their team’s success. First, decide which metrics will be the most important for measuring Fin’s value. Check out this blog post for tips on optimizing your help content for Fin.

AI 59

AI Start-ups Customer Service Technology 59

Execs In The Know

OCTOBER 7, 2022

The skillset for this position usually requires a high degree of operational management knowledge. They should also know how the metrics from these areas work together. VMOs realize that routine site visits aren’t worth as much as a robust governance model and scorecard based on mutual success. Metrics & Targets.

Scorecard 98

Scorecard Government Contact Center CX 98

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. When an agent doesn’t have the knowledge the issue is more likely to be properly handled by a more skilled agent/expert. That’s understandable.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

Customer Service Life

OCTOBER 28, 2023

In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. They do so by only reviewing customer interactions during routine quality assurance evaluations based on a checklist rather than encouraging and coaching agents to make human-to-human connections.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. Better Agent Performance. “U.S.

Contact Center 207

Contact Center Finance AI Innovation 207

Callminer

AUGUST 1, 2017

More adaptive to tech, especially those that are cloud-based. The type of efficiency offered by cloud-based communications also allows for a more nimble business as it opens the doors up to remote working. However, positive reinforcement and reward-based behavior gets the most out of employees while they are there. Rachel Ivers.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Hodusoft

JULY 3, 2023

The good news is, there is a metric to find out how much time agents spend on handling customer interactions, from the moment they greet and open the call with the customer to the stage where they wrap up all after-work tasks related to the call. The term is known as ‘Average Handle Time’ and in this blog post, we will discuss it in detail.

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Retention Technology Technology 89

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Gather your content.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. Using real-time data, key metrics, and insights from industry leaders, let’s break down the multifaceted aspects of FCR. This may also contribute to increased FCR rates.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

TeamSupport

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Support case submission by web-based form is the top channel used, followed by phone and e-mail. Key findings indicate that. offer electronic-only support contact methods.

B2B 64

B2B Omnichannel Sales Technology 64

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. CSAT shares some similarities with another popular customer satisfaction metric, Net Promoter Score (NPS) , as well as some key differences. These two metrics use similar scoring systems to measure different aspects of customer satisfaction.

Net Promoter Score 101

Net Promoter Score NPS Customer Satisfaction Customer Retention 101

TeamSupport

JANUARY 12, 2021

This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. Key Imperatives for Support.

B2B 86

B2B AI Technology Technology 86

SurveySensum

JULY 11, 2023

Segment your customer base based on common characteristics or behaviors. Tailor communication and messaging based on individual customer preferences. Offer self-service options for customers to find answers on their own like blogs, FAQs, video tutorials, etc. Customize content on your website or app to cater to each user.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Net Promoter Score 61

Net Promoter Score NPS Customer Retention Customer Service 61

Totango

JUNE 26, 2020

The focus may shift from revenue-based metrics and toward product knowledge, staff retention, and damage mitigation. To survive the current pandemic conditions, turn to the customer success practices that have helped you build your customer base. In these challenging times, you can’t afford to buy before you try.

Customer Retention 94

Customer Retention Manufacturing Finance Touchpoint 94

Hodusoft

DECEMBER 28, 2022

Need, Metrics, and Best Practices. 5 metrics to evaluate the success of call center management. 5 metrics to evaluate the success of call center management. 5 metrics to evaluate the success of call center management. Monitoring the right metrics in call center operations promotes precision and growth.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. Keep it Short and Value-Based Onboarding: Cut the onboarding steps to focus on what matters most – delivering immediate value. 67% of users prefer self-service support, with 91% saying they would use a knowledge base.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Totango

AUGUST 9, 2022

B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics. B2B customers may be segmented based on categories, including: Demographics: such as location, language, and job title. Product usage: which segments customers based on how they are engaging with your product.

B2B 102

B2B Customer Journey Map Social Media Net Promoter Score 102

Intercom, Inc.

MARCH 14, 2018

I’ve run a lot of successful betas now but I learned my craft through tribal Intercom knowledge, built up by other Product Managers over the years. Jump on customer calls and send targeted messages based on usage of the beta to gather feedback. Success metrics are essential for comparing progress to. Evaluate the findings.

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

Zendesk

APRIL 5, 2022

And 70 percent say they’ve made purchase decisions based on the quality of customer support. In addition to offering self-service resources—like knowledge bases, FAQ pages, and blog posts—provide comprehensive training, demos, and video lessons to help buyers achieve their goals. Educate customers.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

PeopleMetrics

NOVEMBER 13, 2015

The format is simple: a guest—who usually has a deep knowledge in a particular subject—invites questions and answers them. This scenario brings up two of our focuses at PeopleMetrics—the prospect-to-customer experience and customer experience metrics. And what metrics will enable that support? See you soon.

Sales 79

Sales Net Promoter Score Customer Experience Retail 79

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically. Image by Free-Photos from Pixabay. Click here to read the original. Customer Satisfaction (CSAT).

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Hodusoft

APRIL 5, 2023

This blog post details seven best practices for managing call center operations. Create a knowledge base that agents can use during interactions. Need, Metrics, and Best Practices Track key metrics and KPIs Tracking metrics and key performance indicators ( KPI ) is extremely important in a call center.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Intercom, Inc.

OCTOBER 24, 2018

It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. As your customer base and product suite grows, you will have an ever-widening range of queries and issues to resolve. Customer Prioritization.

Machine Learning 178

Machine Learning Technology Technology Innovation 178