8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. That includes: White papers. Tip sheets. Shep Hyken.

Blog 80

Blog White Paper Customer Service Webinar 80

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. Here’s some new research on the ties between good CX and revenue growth.

White Paper 226

White Paper 2017 B2B Article 226

Zeisler Consulting

JUNE 30, 2021

Not out of your top-line metrics, at least. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

White Paper 93

White Paper NPS ROI Metrics 93

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, webinars, white papers, and video content are essential for establishing credibility. If the meeting is a one-off, it might be a good idea to use a sales dashboard or other tools to prepare metrics for the engagement. An active blog, white paper, or webinar can also help you build credibility.

White Paper 48

White Paper Webinar Competitive Advantage Touchpoint 48

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Check out our new white paper “ Five Predictions About The Future of Retail Banking ” by retail banking CX expert Jennifer Passini.

Banking 52

Banking Retail White Paper Financial 52

Gainsight

OCTOBER 25, 2021

Once that is accomplished, you must start measuring the right metrics to determine success. Download our white paper and learn how the top SaaS organizations measure success for their product strategies.

Feedback 98

Feedback White Paper Roadmap 2024 98

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” Eureka (or whatever high-pitched scream a groundhog makes)!

White Paper 52

White Paper Metrics Customer Success Hotels 52

Education Services Group

JULY 30, 2018

THE GOLDILOCKS SWEET SPOT: QUALITY METRICS + INVESTED ANALYSIS. As you do that, new metrics will emerge to track conversions and successes. Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Download our Success through Segmentation white paper.

White Paper 53

White Paper Download Blog Metrics 53

Confirmit

JULY 7, 2017

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers.

White Paper 40

White Paper Contact Center Metrics Customer Relationships 40

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Cross-business agreement on how to measure the customer experience (shared metrics, what’s important, how does this lead to prioritization of work, etc.). These all fit together.

Retail 0

Retail Leadership Customer Experience White Paper 0

CustomerSuccessBox

JUNE 27, 2022

What metrics do you employ to gauge success? Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Follow the metrics. Please explain your immediate and broader objectives. Review, tweak, and repeat.

Customer Success 52

Customer Success Customer Experience White Paper Net Promoter Score 52

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative - An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning. Download the complete 22-page white paper. What Must You Ask?

2017 46

2017 White Paper Blog Competitive Advantage 46

CSM Magazine

JUNE 7, 2023

Consider publishing informative blogs, articles, white papers, or guides, that will help you share your knowledge and best practices with others. Always share your goals and progress through sustainability reports and social impact metrics to demonstrate your accountability.

2023 52

2023 White Paper Social Media Document 52

Gainsight

OCTOBER 28, 2021

Define your north star metric. The first step in determining your product-market fit is nailing down a north star metric. This is the key metric you’ll use to drive your brand and feature’s success. As you’re setting a north star and digging into metrics, think about your business as a bucket.

Marketing 52

Marketing White Paper Roadmap Metrics 52

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Confirmit

AUGUST 10, 2019

It’s well known that a VoC program can have a measurable financial impact on your business by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Download the White Paper now.

ROI 40

ROI White Paper Customer Experience 2011 40

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative – An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning. Download the complete 22-page white paper. What Must You Ask?

2017 40

2017 White Paper Blog Competitive Advantage 40

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. This type of research extends well beyond the information that is gained from the typical reporting tools that summarize customer metrics with basic descriptive statistics. Use machine learning to uncover customer insights.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

SurveySparrow

APRIL 11, 2021

Choose metrics that you can track with certainty that will undoubtedly help to ascertain your campaign’s effectiveness. . An excellent lead nurturing strategy will contain a mix of content types such as emails, blog posts, white papers, social media posts, webinars, podcasts, etc. The number of current downloads, 2.

Social Media 98

Social Media Metrics Webinar Demo 98

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Metrics unique to chat are: First response time (FRT). recommends designing a Chat Scorecard that includes top metrics agents should focus on during customer interactions. Average response time (ART).

Contact Center 52

Contact Center White Paper 2021 2022 52

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. This type of research extends well beyond the information that is gained from the typical reporting tools that summarize customer metrics with basic descriptive statistics. Use machine learning to uncover customer insights.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

CSM Magazine

JANUARY 12, 2021

Whenever a new iteration of the AI tool is released, remember to monitor key metrics that reflect and reinforce your original goals such as ‘What % of users engage with the assistant?’, ‘What are the most popular topics?’ How many visitors request transfer to a live agent?’ Your pathway to AI success starts with this 5-step checklist.

White Paper 52

White Paper Average Handle Time Automotive Transportation 52

COPC

NOVEMBER 5, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. These metrics are usually already gathered for general performance requirements. Download our 10 Simple Traits of an Awesome CSM white paper.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

Education Services Group

OCTOBER 4, 2018

Only focusing on your own targets and metrics while working with customers is an easy misstep. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision. Align everyone on a timeline, stay organized and keep your customer well informed.

White Paper 53

White Paper Download Customer Success Blog 53

Confirmit

JUNE 4, 2018

Most true programs (as opposed to an ad-hoc customer survey program) are still relatively immature and for businesses at that stage, there is some great guidance on rolling out new stages of your activities, identifying the right metrics for your organization and ensuring that you’re able to retain executive-level support in the longer term.

White Paper 40

White Paper Touchpoint Customer Experience Professionals Metrics 40

Clarivate

APRIL 3, 2024

We explored these timely topics with a panel of experts, capturing their insights in a new white paper entitled “The future of the IP legal profession: Balancing the rise of artificial intelligence with human expertise.” Having the right metrics allows us to have a seat at the table, helping inform the business strategy,” she noted.

White Paper 59

White Paper Technology Webinar Government 59

ENGAGE.cx

OCTOBER 28, 2015

Instead of starting with an attribution model made up of ads, channels, and conversions, it is more effective to start with the customer in mind, and define the metrics that characterize a good customer. Once these attributes have been defined, a customer lifecycle attribution model can be created that drives these metrics.

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49

Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling.

2008 73

2008 White Paper 2019 Automotive 73

Thematic

MAY 27, 2021

Optimised: When a number of different metrics are being used to understand feedback - and organisations can use the data to understand what is causing changes to metrics (such as NPS). The team there have accumulated all their feedback channels to create one key performance metric - and everything in the bank orientated around this.

Feedback 62

Feedback White Paper Definition Banking 62

West Monroe

APRIL 19, 2022

In 2008, someone (or a group of someones) published a white paper under the pseudonym Satoshi Nakamoto. At the time, this white paper didn’t exactly set the world ablaze. If the defined metric is achieved, the contract would trigger automatic payments to the target on a fixed schedule. Real-world application.

White Paper 52

White Paper Healthcare Innovation 2008 52

Tricia Morris

AUGUST 11, 2015

Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance. Download the white paper from analyst Esteban Kolsky, Justifying Knowledge Management in Customer Service. Worse yet, 37% don’t know. What Needs to Change? Download the 2015 U.S.

Government 81

Government Customer Service White Paper 2015 81

Bob Hayes

SEPTEMBER 18, 2017

Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. The least adopted analytics practices included using machine learning for insights (38%), using social media to determine customer sentiment (35%) and incentivizing employees using customer metrics (33%).

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Hallmark Business Connections

AUGUST 11, 2021

Your goals and measurements will differ from your digital metrics and strategies. For further insights, look to your top-performing online content for that target audience — whether it be a white paper, blog, case study, or offer — to inform what your direct mail message might be. What do they need to know?

Marketing 74

Marketing Magazine White Paper Social Media 74

RapportBoost

NOVEMBER 15, 2018

Establish clearly defined goals and relevant metrics. That means more than just pointing the customer to a white paper. Make the training hands-on and incorporate real-life exercises. Give agents time to engage in practice runs before putting them on the air. Don’t assume they’ll “pick it up.” .

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71