Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. What are help desk metrics?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Net Promoter Score 167

Net Promoter Score Customer Experience Start-ups Customer Satisfaction 167

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Use metrics and act on them.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. As advertisers collect data through more advertising outlets and channels, they merge it with analytically infused customer journeys. One of the best ways to do this is with a customer data platform (CDP). The result?

Net Promoter Score 133

Net Promoter Score Technology Technology Retail 133

Intercom

MARCH 7, 2024

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale.

AI 59

AI Customer Service Engineering Voice of the Customer 59

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Here are the critical call center agent performance metrics. Customer Satisfaction (CSAT).

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Churn Rate Understanding why customers leave is as crucial as acquiring new ones.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Intercom, Inc.

FEBRUARY 11, 2020

A commercial relationship is based on an exchange of value: the business provides a product or service, and the customer pays for it. So telling a lapsed customer “We miss you” isn’t just untruthful, it focuses on the wrong aspect of the relationship. Each of these customers left for a reason.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. 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. But how do you decide what metrics are to measure? . First Call Resolution.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. Nearly every successful business engages in workforce management (WFM) to achieve organizational goals.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

Fonolo

SEPTEMBER 21, 2023

Set your KPIs You can’t change what you don’t measure. Decide on five to seven KPIs and set goals to measure your agents’ performances. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Convenience. Human touch.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Intercom

FEBRUARY 27, 2024

Today we are delighted to announce an exciting set of new capabilities, metrics, and improvements to the reporting features in Intercom. There are now dozens of new metrics, more customizable chart styles, and advanced tools for better root-cause analysis.

AI 52

AI Actionable Insights Customer Service Customer Experience 52

Fonolo

SEPTEMBER 2, 2021

But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. The Executive Guide to Improving 6 Call Center Metrics. If sales and profits are up, business is good, right? Usually, yes.

Technology 142

Technology Technology Customer Satisfaction Customer Experience 142

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Why proactive support is your first line of defense.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience. Important metrics and KPIs for measuring agent productivity.

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Taylor Reach Group

MAY 19, 2021

As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good enough as customers expect more and more. My client agreed with all the points that I was making but then said that they do not measure First Contact Resolution.

CRM 169

CRM Start-ups Customer Expectations Customer Service 169

CSAT.AI

JULY 20, 2022

Let’s put these two important metrics in perspective and understand why they are both measured. CSAT Measures Each Customer Experience . NPS Measures Customer Loyalty. This is why customer service agents push customers for a perfect score, and management wants that perfect score.

NPS 93

NPS Customer Service Social Media Customer Loyalty 93

Intercom, Inc.

JUNE 24, 2020

The Conversational Support Funnel helps modern support teams provide personal, efficient support to customers, at any scale. Here’s the predicament: today, customer expectations are at an all time high. Advice on what metrics to measure and how to get buy-in from the powers that be.

Gaming 210

Gaming Customer Loyalty Customer Expectations Customer Experience 210

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

CommBox

JUNE 1, 2022

To ace your lead generation, you must understand the right metrics necessary for lead generation. . Lead generation is the process of acquiring new customers or clients. What Are Lead Generation Metrics? Lead generation metrics are a way to measure the effectiveness of your lead generation strategies.

Omnichannel 105

Omnichannel Sales CRM AI 105

Fonolo

MARCH 18, 2021

KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. Service level is a standard way contact centers measure performance and efficiency. The Only Call Center Agent Performance Metrics You’ll Ever Need. This metric is usually displayed in seconds.

Contact Center 162

Contact Center Technology Technology 162

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Measure: How will you know if what you do is working?

Net Promoter Score 113

Net Promoter Score Customer Experience Management Consulting NPS 113

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll discuss how to measure CSAT within the context of your customer lifecycle. CSAT stands for customer satisfaction or, when referred to as a key performance indicator, customer satisfaction score. What Is CSAT? CSAT Versus NPS.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Retention 98

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. We all know happy employees make happy customers.

Legal 78

Legal Finance Net Promoter Score NPS 78

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?”

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

ECXO

JUNE 11, 2023

A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience.

B2B 130

B2B B2C Touchpoint Actionable Insights 130