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

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole. Responding to both positive and negative feedback can’t be overstated enough.

Hospitality 260

Hospitality Call Center Retail NPS 260

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. A huge part of how customer success collects intel and feedback from customers is by talking with them. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

SurveySparrow

JUNE 30, 2023

Here comes the customer experience manager —a talented individual who turns interactions into priceless memories. In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. Who is a Customer Experience Manager?

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

SurveySensum

FEBRUARY 14, 2024

Through Employee Feedback , of course! Now, you’re probably wondering, “But how do I effectively gather and utilize this feedback?” ” — That’s where the right employee feedback tool comes into play. You’re looking for the best employee experience tools to gather this priceless feedback.

2024 52

2024 Feedback Culture Demo 52

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. Moving from metrics to insights means examining what caused that uptick.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

GetFeedback

MAY 9, 2019

What is customer experience management (CXM)? . Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. You do this through the hiring process, performance management, and incentives. Yes, it’s cheesy but very true).

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback. A metric that everyone understands is a metric that everyone can act on.

Metrics 87

Metrics Customer Experience Banking Measurement 87

Customer Bliss

NOVEMBER 7, 2017

Align Leadership and Company Around One Goal: A Shared Vision. Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Ross was fortunate to have an engaged team.

B2C 111

B2C Leadership B2B Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

Align Leadership and Company Around One Goal, A Shared Vision. Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Ross was fortunate to have an engaged team.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Customer Feedback.

Metrics 98

Metrics Customer Success Customer Journey Mapping Net Promoter Score 98

Stella Connect

JANUARY 26, 2022

Listen up, managers. Customer service metrics such as CSAT and NPS are directly related to both top- and bottom-line revenue. As a manager, you’re able to make a difference in agent performance by the way you train agents. Don’t Hide Customer Feedback, Share It. Customer feedback says a lot. What should you do?

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader. Job training doesn’t have to come only from managers or human resources trainers.

Contact Center 88

Contact Center Measurement 2022 Culture 88

Experience Investigators by 360Connext

AUGUST 22, 2023

Embrace Your Customer Feedback If you aren’t listening to customers, how do you know what they really want? Create a strategy to gather ratings, scores, and regular feedback from customers. What will you do with this feedback? Focus on just a few feedback channels at first to get comfortable with the process.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

Centercode

APRIL 16, 2019

What are beta program metrics exactly? These are the types of questions that suddenly pop into the minds of product and program managers when an executive team comes looking for Key Performance Indicators (KPIs). His leadership team asked him to develop a framework for measuring the success of his beta team efforts.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Lumoa

JUNE 30, 2022

You might get feedback from your team around their perception of not being taken seriously across your organisation. The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). Let’s say you’ve managed to handle the other two challenges.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Honor and Manage Customers as Assets of the Business. Enable employees to deliver value.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. This is a recruitment quality metric.) Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates?

Call Center 97

Call Center Contact Center Culture Engagement 97

Customer Bliss

SEPTEMBER 4, 2018

This had to do a lot with leadership and how they were understanding customers at Manulife. It’s important to get feedback from your staff regarding how the CX implementation is affecting them and what they’re experiencing with customers. Delivery matters when sharing feedback. Ground customer feedback in real stories.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

BirdEye

AUGUST 28, 2020

Their secret: customer feedback. In this guide, we’ll explore the following: Why customer feedback is so crucial How you can get started with a winning customer feedback process How you can identify and fix operations issues. 3 reasons why customer feedback is your competitive advantage. Here’s why. Set measurable goals.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

Horizon CX

APRIL 30, 2024

Key elements of transformation include: Visionary Leadership: Transformational leaders articulate a compelling vision for the future, inspiring stakeholders to embrace change and pursue ambitious goals. Conclusion Organizational transformation is a multifaceted endeavor that requires vision, leadership, and collaboration.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

COPC

JUNE 9, 2023

If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. Metric and Target Review Make sure to review each metric and establish targets to understand performance. These scorecards serve as a valuable tool during monthly coaching sessions with agents.

Management 52

Management Metrics Average Handle Time 2022 52

Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Is one enough or should you implement several metrics? Why choosing the right metric matters.

Metrics 54

Metrics Net Promoter Score Customer Experience Effort Score 54

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Engagement 73

Engagement Contact Center Culture Metrics 73

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.).

Metrics 71

Metrics Average Handle Time Definition Measurement 71

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 1 – Look Deeper than Surface-Level Metrics. CX #Leadership Click To Tweet. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Experience Investigators by 360Connext

MARCH 23, 2021

Web sites are designed, invoices are sent, and even customer feedback surveys are requested, but everything is so wonderfully automatic! Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. Metrics are often used to punish employees.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Stella Connect

FEBRUARY 7, 2018

Even with all the right performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. The problem for some of these organizations isn’t a lack of concern or effort on the part of leadership.

Contact Center 49

Contact Center Feedback Management Call Center 49

Retently

JULY 28, 2023

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. This data reflects a growing recognition of the importance of CX leadership in driving business success and delivering exceptional customer experiences.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Decide When and How to Collect Data and Feedback 4. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94