Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Today’s Product teams are under increasing pressure to deliver outstanding products and exceptional user experiences. Three new market dynamics have contributed to the evolution of our product expectations: Subscription models. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management NPS 65

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Retently

OCTOBER 16, 2023

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. After all, you’re in the “customer satisfaction bubble” — an awareness of customer satisfaction metrics and tools you’ve gained from using them frequently.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

BirdEye

APRIL 2, 2024

According to YouTube Product Lead Todd Beaupre , deleting videos from your channel can negatively impact your channel’s growth and overall performance on the platform. By unlisting videos instead, you preserve your channel’s valuable history and data, maintaining the integrity of your channel’s metrics.

2024 111

2024 Metrics Demo Customer Experience Management 111

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management? Eliminate company silos 1.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Retently

JULY 28, 2023

The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Gainsight

NOVEMBER 21, 2022

But if you’re a fast-growing product company—for which the traditional playbook is to grow at all costs—then times are doubly difficult. Or their productivity? As a PM, if you’re not conversant with this lingo—that is, with the business side of your product—then you’re only doing half your job. Master These Metrics .

Metrics 52

Metrics Management Download Webinar 52

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Team Support

JULY 31, 2023

The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed?

Social Media 97

Social Media Metrics Customer Satisfaction Culture 97

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But it goes beyond enabling automation.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

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 Feedback Interaction Insights 89

Magellan Solutions

MARCH 22, 2023

These are helpful ways for a business to gather information about the attitudes, behaviors, and productivity of its employees. The effectiveness of customer service teams can be gauged by call center performance metrics. In order to manage customer service and workforce effectively, management teams need more detailed metrics.

Call Center 98

Call Center Average Handle Time Metrics Customer Satisfaction 98

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Feedbackly

SEPTEMBER 26, 2023

Brands will go beyond traditional metrics that pin on advocacy, customer effort, and satisfaction and dive deep into the emotional value offered by their products and services. It will also help them provide better products and services, and create more effective targeted campaigns.

Management 98

Management ROI Touchpoint Roadmap 98

Magellan Solutions

APRIL 11, 2024

As your Shopify business grows, managing all those customer inquiries and technical issues can quickly become a headache, especially if you’re trying to handle everything in-house. It frees up valuable time for merchants to focus on core business operations, such as product development, marketing, and strategic planning.

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

Daniel Group

APRIL 18, 2024

In revisiting our interview history we discovered key metrics. The correlation between these two metrics, with no lag in the periods, showed only a limited correlation (.44). The correlation between the two metrics with no lag is.80. If I lag the two metrics by four quarters, the correlation drops to.58.

Communication 98

Communication NPS Net Promoter Score 2008 98

ClearAction

JANUARY 8, 2024

Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. Higher productivity as value-creating dominates perspectives, motivations, and rewards. Product Teams ) Underserved customers have unfulfilled needs.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Keeping workflows flexible and scalable helps maintain productivity even as business needs evolve.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice.

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics.

Management 85

Management Contact Center ROI Net Promoter Score 85

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

BirdEye

NOVEMBER 27, 2023

Tackling modern business challenges with Birdeye Reports Managing customer experience (CX) and online reputation pose various business challenges. Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM).

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

SurveySensum

FEBRUARY 2, 2024

And to do that you need to track your customer engagement metrics , using a robust customer feedback tool. Because these metrics serve as the compass guiding your business toward understanding, measuring, and enhancing interactions with your customers. 5 Customer Engagement Metrics to Watch Out for in 2024 1.

Metrics 52

Metrics 2024 Customer Engagement Engagement 52

BirdEye

MARCH 24, 2023

In today’s fast-paced, ever-changing business landscape, staying ahead of the game requires more than just a good idea and a solid product. It can also help an organization identify the products and markets with a better return on investment and identify which deals to go after first. What does a business development manager do?

2023 98

2023 Return on Investment Social Media Sales 98

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

2024 52

2024 Webinar Roadmap Events 52

ShepHyken

JANUARY 14, 2024

This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams (Sprout Social) Getting complaints about your business never feels great. They can also severely impact your reputation.

2024 56

2024 Article Customer Service Retail 56

SurveySensum

JANUARY 9, 2024

I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. Now, to understand and improve customer satisfaction, what metric do businesses measure? With the right strategies, metrics, and a robust CSAT tool , CSAT can pave the way to success! CSAT score.

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

Gainsight

MARCH 4, 2024

It is actually not difficult to demonstrate since modern training software (like Gainsight Customer Education ) incorporates tracking and reporting functions that go right to the heart of ROI metrics. The goals summarized above can be measured using the following success metrics.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

ShepHyken

JANUARY 14, 2024

This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams (Sprout Social) Getting complaints about your business never feels great. They can also severely impact your reputation.

2024 55

2024 Article Customer Service Retail 55

delighted

APRIL 24, 2024

These surveys are: Pre-built with questions that speak to your target audience Specifically crafted to collect key customer or employee lifecycle feedback Fully customizable and enhanced by AI Complementary to your existing experience management program Keep reading to learn more about our latest innovation.

Feedback 52

Feedback NPS Metrics Measurement 52

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Leaderboards are a great way for agents to see where they rank within their team and, in turn, increase productivity and job performance.

Contact Center 79

Contact Center Feedback Culture Engagement 79

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

Lithium

MARCH 5, 2024

If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team.

2024 52

2024 Social Media Roadmap Webinar 52

Team Support

JUNE 29, 2023

Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty. Does your customer service software help you measure customer expectations?

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score Customers 97