Integrity Solutions

JANUARY 18, 2021

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

Sales 122

Sales Social Media Course B2B 122

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

Self Service 126

Self Service Metrics Interaction Customer Service 126

Upstream Works

NOVEMBER 19, 2020

The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

Lithium

JANUARY 12, 2021

Some blog areas are limited to Khoros customers only. Organic & Paid Reporting in Khoros Marketing - This blog dives into the paid and organic data brought into the Social Marketing platform and how to report on it. 4 Content Metrics and 4 Search Metrics, Community Analytics Best Practices You Don’t Want to Miss! _.

Gamification 52

Gamification Customer Journeys Analytics Chatbots 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

Customer Journeys 95

Customer Journeys Self Service Touchpoint Customers 95

Lithium

SEPTEMBER 7, 2021

Social Suites, Q3 2021 to help make the best decision for your business and empower your team to achieve your goals. Some blog areas are limited to Khoros customers only. Published Posts Custom Metric A published posts metric that can be used as part of Marketing Analytics Custom Metric calculations. Khoros Care.

Social Media 52

Social Media Metrics Video ROI 52

Lithium

JUNE 2, 2021

In our 2021 Spring Release , we’ve got even more good news to share, with updates that will enhance user experience, improve efficiency, and increase analytical power across the entire Khoros experience. Some blog areas are limited to Khoros customers only. Here’s the Atlas content you do not want to miss! Webinars & Events.

Roadmap 52

Roadmap B2C Culture B2B 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

Customer Journeys 74

Customer Journeys Self Service Touchpoint Customers 74

ShepHyken

OCTOBER 18, 2021

My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable. However you get it, you must choose the right metrics, use the right technology, and more.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

Uniphore

JUNE 9, 2021

Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Automation can improve these grim numbers—when applied holistically.

Engagement 246

Engagement Contact Center How To Metrics 246

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Aim to increase renewal rates by reminding customers of the value they’ve received from your product and services by providing metrics ahead of the renewal.

Customer Journeys 62

Customer Journeys Self Service Touchpoint Customers 62

Clarivate

JUNE 21, 2022

As we approach this year’s JCR release at the end of this month, we reviewed factors that may affect the published metrics. This year’s data summarizes Web of Science citations from 2021, including 35,000 publications (journals, books and conference proceedings), 2.7 Baseball player Yogi Berra.

Report 138

Report Metrics Comparison Study 138

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. For example, the average NPS score in 2021 for the retail sector is 32.9, So, without further ado… Why is NPS important?

NPS 208

NPS Net Promoter Score Industry How To 208

Lithium

AUGUST 3, 2021

Khoros | Twitter Ads Discovery Program We are looking to get your feedback early in the process to ensure that we're building features with your use cases, goals, workflows, and success metrics in mind. Some blog areas are limited to Khoros customers only. We hope to discuss your needs in relation to Twitter ads.

Roadmap 52

Roadmap Metrics Government Tips 52

Lithium

NOVEMBER 2, 2021

Some blog areas are limited to Khoros customers only. Improved Advanced Twitter Metrics This new release makes advanced metrics easier to access, consistent, and more aligned with native analytics. As always, we’re really excited about the growth and improvement of our platform. Here’s the Atlas content you do not want to miss!

Self Service 52

Self Service Chatbots ROI Innovation 52

Clarivate

JUNE 28, 2022

This year’s JCR release is based on 2021 data compiled from the Web of Science Core Collection , the leading collection of quality journals, books and conference proceedings in the world’s largest publisher-neutral global citation database. Of the 10 articles with the highest citation count in 2021, three appeared in The Lancet.

Report 141

Report Metrics Comparison Conference 141

CustomerSuccessBox

DECEMBER 30, 2021

2021 has come to a close and we have a bright 2022 ahead for us. B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. Strategic To-dos for Customer Success Checklist.

Customer Success 52

Customer Success Net Promoter Score Customer Journeys Effort Score 52

Lithium

MAY 4, 2021

Some blog areas are limited to Khoros customers only. Building and Integrating Custom Metrics [Video/Blog] : In this short tutorial, I’ll show you when it would be useful to build custom metrics, how to create them and how to integrate them into your dashboard. Here’s the Atlas content you do not want to miss!

Conference 52

Conference Analytics Social Media Roadmap 52

Lumoa

FEBRUARY 7, 2023

Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft. Most companies today use metrics like NPS, CSAT, and online ratings to gauge customer satisfaction, but they struggle to understand what drives these numbers.

Analysis 423

Analysis Data How To Customer Centricity 423

Clarivate

AUGUST 2, 2022

The following blog post summarizes key findings from the latest CIRS R&D Briefing, New drug approvals in six major authorities 2012-2021. The CIRS study showed that, despite the COVID-19 pandemic, NAS approval times in 2021 for most of the six agencies were shorter or similar to those in 2020 (Figure 1).

Trends 98

Trends Strategy Study Healthcare 98

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 225

Trends Customer Service Chatbots Omni-Channel 225

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 166

Trends Customer Service Chatbots Omni-Channel 166

Comm100

MARCH 23, 2022

By all available metrics, this is a period of unprecedented growth for credit unions around the world. In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. .

Chatbots 238

Chatbots Social Media Banking Omni-Channel 238

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. August 25, 2021. This third most popular customer satisfaction metric measures how much effort a customer has to put into using the company’s services or buying its products. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021. How can you measure customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

Gainsight

MARCH 3, 2021

He’s also well known for his humorous and insightful blog, kellblog. In his recent post on 2021 predictions , Dave made a forecast that caught my attention: 8. Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. Or all ARR? Own the Number.

Self Service 116

Self Service ROI Metrics Customer Success 116

Centercode

DECEMBER 22, 2020

How to Decrease Beta Testing Costs by 40% (Blog). How Defined Processes Are Shaping Success in 2020 (Blog). Understanding Tester Engagement Through Metrics (Cheat Sheet + Worksheet). How to Increase Your Beta Engagement by 75% (Blog). Tackling the Challenges of Beta Testing in a COVID World (Blog).

eBook 75

eBook Case Study ROI Roadmap 75

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . If you take care of your customers from day one, you create a kind of kick-start for new customers,” Meyns said on the business’s blog. Mattias and I are very aware that PieSync’s success depends on that of our customers.

Customer Success 98

Customer Success B2B Metrics Strategy 98

Gainsight

OCTOBER 4, 2024

Gainsight’s AI-powered solutions, now enhanced with Staircase.ai’s technology, can generate detailed forecasts using a wider array of data points, including both quantitative metrics and qualitative relationship data. Learn More in Our Blog: How Glean Leverages Gainsight Essentials and Generative AI to Drive Customer Success 4.

Customer Success 52

Customer Success Tools Customers Metrics 52

Gainsight

OCTOBER 4, 2024

Gainsight’s AI-powered solutions, now enhanced with Staircase.ai’s technology, can generate detailed forecasts using a wider array of data points, including both quantitative metrics and qualitative relationship data. Learn More in Our Blog: How Glean Leverages Gainsight Essentials and Generative AI to Drive Customer Success 4.

Customer Success 52

Customer Success Tools Customers Metrics 52

Uniphore

JUNE 10, 2021

Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes. Getting rid of outdated EX metrics and KPIs. Educating, engaging and empowering employees.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Uniphore

JUNE 17, 2021

Nevertheless, FCR is a key metric to measure and understand since a high FCR greatly improves customer satisfaction and reduces the cost of callbacks, which can significantly improve your bottom line. How to Train and Onboard Agents in 2021. Why FCR Matters to Your Agents.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Uniphore

JUNE 16, 2021

While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. How to Train and Onboard Agents in 2021. Maybe even a little too much.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

Uniphore

JANUARY 21, 2022

Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). Source: HealthPayerIntelligence, September 2021. And patient satisfaction counts. out of 100. Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. August 9, 2021. Metrics like customer satisfaction levels, hold times, first call resolution rates, the average speed of answer, and agent turnover rate are all important to keep track of in customer support call centers. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

Team Support

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

B2B 86

B2B Knowledge Base Resources Report 86

Uniphore

JUNE 10, 2021

Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. However, when agents are trained to over-optimize for metrics, like AHT, customer service often suffers. How to Train and Onboard Agents in 2021. Better Performance. Don't Coach to a Number. Your Customers Feel It Too.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147