ECXO

JUNE 11, 2023

Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 351

Customer Experience Customer Centricity Competitive Advantage Government 351

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Remember to keep it focused on the right metrics.

Contact Center 88

Contact Center Gamification Measurement Training 88

InteractionMetrics

OCTOBER 25, 2023

Start with Facts Coming from a scholarly background, Julián knew that without a data-driven approach to gathering employees’ thoughts and opinions, the chances of a DEI program successfully taking hold would be limited. He enlisted Interaction Metrics to write a DEI survey, implement it, and conduct its analysis. The objective?

Metrics 52

Metrics Survey Analysis Interaction 52

Playvox

DECEMBER 14, 2021

Playvox has been named a leader in G2’s Winter 2022 Grid Report for Contact Center Quality Assurance. But now it’s also become the agents’ home for seeing their metrics, working towards their goals and getting their badges. This makes six consecutive quarters that Playvox has stood out in front of the QA software market.

Contact Center 52

Contact Center Report Employee Engagement Software 52

COPC

JUNE 9, 2023

To ensure seamless implementation, adopt a monthly review cycle involving key stakeholders such as the executive leadership team, functional leaders across various departments, and individuals responsible for data extraction and analysis. Metric and Target Review Make sure to review each metric and establish targets to understand performance.

Management 52

Management Effort Score Metrics Average Handle Time 52

Think Customers

JUNE 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. IBM uses authentic leadership and abides by a work-from-home pledge.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

West Monroe

NOVEMBER 7, 2021

Gartner projects that the SaaS market will grow 17% in 2022, which in turn will drive high expectations on the part of investors and corporate leaders. Net dollar retention (NDR) is increasingly a primary metric for assessing the strength of SaaS relationships and businesses. Organizations, then, will have to accomplish more with less.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52