COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. You can also read this blog post , which provides a concise yet thorough explanation of these three priorities.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Upstream Works

NOVEMBER 19, 2020

Conventional contact center KPIs are still important but focusing solely on your operational efficiency will not move the needle much. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Thematic

APRIL 21, 2020

Some companies are seeing massive growth as a result of COVID-19. 1 Volume: Insights to support rapid growth during COVID-19. Normalize metrics. When business systems have continuous and unpredictable spikes, yesterday’s KPIs are no longer relevant, and everyone needs context for today’s numbers. Focus on incoming demand.

Insights 103

Insights Call Center Feedback Roadmap 103

Pointillist

SEPTEMBER 28, 2021

The COVID-19 pandemic forced customers and enterprises alike to rely on digital channels more than ever before. To inform your contact center optimization strategies and tactics, it’s crucial to know the goal each customer is seeking to achieve and the impact of their unique journey on CX metrics and business objectives.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Or our wait time, or maybe it’s different metrics that people have. It’s a referral based metric.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Gainsight

JUNE 28, 2021

This blog will help you address the whats, whys, whens and hows of designing or redesigning your customer health score. Chances are you might be using a metric or even a score to measure customer health. if they were impacted by COVID). The When: Learning When It’s Time for a New Health Score. It is not one-size-fits-all.

Measurement 59

Measurement ROI Demo Customers 59

CSM Practice

MAY 13, 2020

In the wake of Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. Only conduct surveys about Covid-19 if it helps you drive more value. 3. Adjust Your Metrics and KPIs.

Customer Success 128

Customer Success Customer Centricity Financial Metrics 128

Upstream Works

FEBRUARY 10, 2021

Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize. These metrics remain valid in 2021 but as businesses become more customer-centric, they don’t reflect CX very well.

Contact Center 78

Contact Center 2021 Technology Omnichannel 78

inmoment

JUNE 8, 2020

As businesses slowly reopen and some semblance of “normalcy” creeps back into customers’ lives, organizations are faced with an opportunity to define and find success in a post-COVID world. Metrics like the Net Promoter Score and its underlying philosophy, the Net Promoter System, are also helpful here. . Key #5: Management.

Government 52

Government Net Promoter Score Financial Metrics 52

CustomerSuccessBox

JUNE 15, 2020

Covid 19 has thrown every company offtrack which have left teams around the world bewildered. As we slowly accept social distancing as the new reality and learn to live with Covid 19 we have to make sure that not only our companies survive this crisis but are also able to thrive during it. Where should people start from?

Customer Success 64

Customer Success Webinar Roadmap Metrics 64

Totango

AUGUST 7, 2020

The recent uncertainty created by the ongoing COVID-19 pandemic has provided ample evidence of the need for subscription and software-as-a-service (SaaS) enterprises to remain nimble and highly responsive at any size. Each of these benefits allows your Customer Success team to reach their customer service and retention potential.

Customer Success 62

Customer Success Customer Centricity Metrics Customers 62

Circular Edge

AUGUST 19, 2022

Blog Credit: Andy Morris, March 23, 2021 (How Business Intelligence Is Used in Accounting Today | NetSuite). Business intelligence is a technology driven practice of analyzing data by developing key performance indicators (KPIs) and monitoring performance to inform decision making. Why Is Business Intelligence Vital in Accounting?

Financial 52

Financial Retail Sports Metrics 52

Totango

OCTOBER 15, 2020

Covid-19 adds another complicating factor—a heightened risk of customer churn across a number of industries. This System views a number of metrics, including product usage, business outcomes, and service utilization, to develop a health score that shows whether clients are as engaged as they should be.

Net Promoter Score 63

Net Promoter Score Customers Feedback Customer Satisfaction 63