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

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

Gainsight

OCTOBER 25, 2021

With insights such as path analysis , it’s easy to see how they move from one feature or workflow to the next. 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

GetFeedback

FEBRUARY 15, 2019

To get valuable insights, you have survey strategically. In this post, we’ll explore how NPS can drive growth by delivering key insights at various stages of the customer lifecycle. Putting a metric to customer happiness helps you focus your efforts on moving the needle. This segmentation becomes vital during survey analysis.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders' customer programs integrate customer program data with other data sources, use machine learning to gain insight, have access to data scientists and conduct in-depth research. Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

Bob Hayes

DECEMBER 17, 2017

Below are my top 10 blog posts of 2017: Demystifying Data Science for All - In this blog post, I cover what data science is, the people who practice it and the tools they use to generate insights. Data science is essentially a way to extract insight from data using these three skills. Download the complete 22-page white paper.

2017 46

2017 White Paper Blog Competitive Advantage 46

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders’ customer programs integrate customer program data with other data sources, use machine learning to gain insight, have access to data scientists and conduct in-depth research. Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Those are: Getting more insight on customer mission (using data more effectively, from digital to brick and mortar to call center; none of this is currently joined up or “talking” to each other).

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

Thematic

MAY 27, 2021

Each month, Thematic hosts a virtual roundtable for insights professionals within our community. We’ve been digging into this concept of “insights maturity” at Thematic for some time now. We wanted to get an untainted idea of where insights professionals were at on their journey to feedback analysis maturity.

Feedback 62

Feedback White Paper Definition Banking 62

Bob Hayes

DECEMBER 17, 2017

Below are my top 10 blog posts of 2017: Demystifying Data Science for All – In this blog post, I cover what data science is, the people who practice it and the tools they use to generate insights. Data science is essentially a way to extract insight from data using these three skills. Download the complete 22-page white paper.

2017 40

2017 White Paper Blog Competitive Advantage 40

COPC

NOVEMBER 5, 2021

These updated contracts reflect the insights and best practices that emerged since the start of the pandemic. 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. WFH Insights. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. Only 14% of respondents said their program does not provide customer insights.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

CSM Magazine

JUNE 7, 2023

To make this easier, don’t hesitate to leverage customer data and analytics, as this will help you get valuable insights into your audience so that you can understand who they are and what they value. 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

Eptica

FEBRUARY 6, 2019

Listen to customers – and act on their insight To ensure that your changes are having the right effect, you need to understand what your customers are saying and feeling about you. 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

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Based on these insights, three best practices for emerging outsourcing priorities are: Formalizing WFH contracts. Metrics unique to chat are: First response time (FRT). Chat transactions. Chat concurrency.

Contact Center 52

Contact Center White Paper 2021 2022 52

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.” AI can play a role in generating those metrics, including competitive intelligence modeling.

White Paper 59

White Paper Technology Webinar Government 59

Education Services Group

OCTOBER 4, 2018

This approach integrates desired customer outcomes and deep insights about what customers expect from you. 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.

White Paper 53

White Paper Download Customer Success Blog 53

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. How can you help them?

Marketing 74

Marketing Magazine White Paper Social Media 74

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Metaphors Offer a Wealth of Insights article. Customer Experience Insights by Stepping into the Customer’s Shoes article. Performance Metrics. Customer Centricity. Customer Experience is Decided by You article.

Article 48

Article Customer Experience 2009 White Paper 48

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 56

Contact Center White Paper Social Media Roadmap 56

8x8

MARCH 17, 2019

By expanding the footprint of these solutions beyond the traditional boundaries of the contact center, your whole business can gain the immediate insights needed to improve productivity. For example, valuable insights can be gleaned by analyzing interactions between an inside sales team and their prospects.”. The Future is Here.

Insights 91

Insights Contact Center White Paper Return on Investment 91

NICE inContact

NOVEMBER 9, 2018

Older systems often don’t provide convenient access to KPI metrics. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”. Again, seamless integration with modern contact center software is key.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Beyond Philosophy

AUGUST 30, 2016

Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Strativity

MARCH 17, 2020

Utilize these insights on ROI in customer experience to prove value and unlock budget. Here are just a few of the insights contained in our report: The most popular metrics for showing CX ROI. CX project prioritization grid from the Head of Insights at Dropbox. Wells Fargo return on investment in CX case study.

ROI 52

ROI Customer Experience Return on Investment Presentation 52

Qualtrics

MAY 22, 2019

Their Twitter feed is full of studies, white papers, links to research, and articles that their customers will find useful. You can do this too by managing your brand experience and monitoring your brand, your market, and your competitors to make it easy to find breakthrough insights to turn your brand into a religion.

Social Media 40

Social Media White Paper Entertainment Brands 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Reduce costs: By improving processes, ensuring compliance and creating greater process consistency.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

LiveChat

JUNE 8, 2018

Information and insights such as these can help to give your team member some context about a customer’s issue. In a competitive environment, it’s easy to get lost in a web of metrics that are focused on quicker resolution times. This can include information about their purchase history or any recent interactions with your team.

Communication 66

Communication Social Media B2C White Paper 66

delighted

AUGUST 23, 2019

You don’t have to talk with everyone, just whoever can give you insight on how customers experience your company. Take note of the steps customers go through, any tools used to interact with customers at those steps, and any insight they can share on how those interactions could be improved. Is this about a white paper that they read?

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Kitewheel

SEPTEMBER 16, 2019

By identifying the most critical steps in your journey, your business can deploy a common set of organizational metrics that allow you to measure journey success. . Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission. So what is a journey step in practice?

Measurement 40

Measurement White Paper Customer Journey ROI 40

CX Journey

APRIL 7, 2016

In this post, we summarize this article and add insights for service leaders and practitioners who would like to know more. It’s not that traditional metrics are unimportant, but because they are “lagging indicators” that don’t show quick improvements and discourage employees, and they can bog down efforts to achieve rapid, dramatic change.

Culture 56

Culture White Paper Net Promoter Score Airlines 56

ChurnZero

SEPTEMBER 30, 2021

Whenever the VP of Sales came to a meeting about numbers and data and metrics, whatever reporting, he never showed up without his sales operations. There’s no way three CSMs could possibly be managing this much ARR without having deep insights of customer usage and without triggering actions in an automated fashion.”.

Customer Success 52

Customer Success Webinar White Paper Sales 52

Comm100

NOVEMBER 15, 2017

First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. Increasingly, first contact resolution is being recognized as the most important metric for measuring customer contentment. What Is First Contact Resolution?

White Paper 45

White Paper Reference Social Media Download 45

Amity

APRIL 3, 2014

In an ongoing effort to bring you information and insights from industry experts, Amity is pleased to announce the first post by guest contributor, Ed Powers, a senior executive with a passion for creating high performing organizations and founder of Service Excellence Partners. In this scenario, departmental metrics even make more sense.

Loyalty 48

Loyalty White Paper Metrics Sales 48

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Like canned messages, automated messages can save you time and can also be used to mark special metrics that you would otherwise have missed. Download Now.

Social Media 62

Social Media Customer Service White Paper Airlines 62