Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious. Boosting SEO and PPC Efforts 7.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Updates and Changes: Ensuring agents are always informed about new features, versions, or policies.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

AWS Machine Learning

JANUARY 7, 2025

You can use the pre-created policy and attach it to your role. The policy Amazon Resource Name (ARN) can be retrieved as a stack output under the key LLMTranslationPlaygroundAppRoleAssumePolicyArn , as illustrated in the preceding screenshot. You can do so from the IAM console after selecting your role and choosing Add permissions.

Effort Score 114

Effort Score Policies Knowledge Base Metrics 114

Retently

OCTOBER 11, 2024

Focusing on key CX metrics like NPS, CSAT, and CES, it helps brands gain critical insights into customer interactions while ensuring support teams consistently deliver top-quality service. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction. Loris AI Loris.ai

Ecommerce 134

Ecommerce Retail Software Customer Service 134

Thematic

FEBRUARY 23, 2025

Businesses need text analytics done right to extract valuable insights that they can use for effective decision-making. Setting Clear Objectives for Text Analytics Before diving into text analytics, it’s essential to define clear objectives. One of the top challenges in text analytics is dealing with unstructured text.

Analytics 62

Analytics Social Media Analysis e-support 62

AWS Machine Learning

JANUARY 28, 2025

This process makes sure that solutions align with the companys quality standards and policy guidelines before deploying them to production. SageMaker is a data, analytics, and AI/ML platform, which we will use in conjunction with FMEval to streamline the evaluation process. Different algorithms have different metrics to be specified.

Management 112

Management Metrics Comparison Telecommunications 112

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization.

Contact Center 130

Contact Center Management Strategy Call Center 130

AWS Machine Learning

DECEMBER 4, 2024

They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels. This will provision the backend infrastructure and services that the sales analytics application will rely on.

Knowledge Base 108

Knowledge Base Sales Analytics Survey 108

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

AUGUST 24, 2022

Clause-Level Analytics. Smart Text Analytics. Smart text analytics can help you gain vital insights from unstructured feedback. InMoment, the leader in people-oriented text analytics, brings advanced sentiment analysis to businesses in industries around the globe. Sentiment Analysis Examples.

Analysis 370

Analysis Effort Score Feedback Analytics 370

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

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. This analytical approach allows businesses to make informed decisions about where changes will have the most impact on customer satisfaction.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

InMoment XI

NOVEMBER 2, 2022

They already had an internal assessment system that was used as a comprehensive assessment of performance in front- and back-of-house operations and policies related to Food Safety, company standards, and guest experience (e.g., quality, order accuracy, speed of service, staff friendliness, cleanliness, and team engagement).

ROI 370

ROI Return on Investment Airlines Call Center 370

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. The analytics competition celebrates companies using Calabrio Analytics to turn contact center data into compelling insights to drive results in their organizations. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

ECXO

NOVEMBER 17, 2024

Adobe’s “Click, Baby, Click” campaign exemplifies the power of storytelling, using humor to create an emotional connection with marketing professionals by highlighting the need for accurate analytics. For example, WhatsApp’s end-to-end encryption policy is openly communicated to users, which reinforces trust and increases loyalty.

B2B 390

B2B Loyalty Connections Technology 390

ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

SuiteCX

FEBRUARY 18, 2020

They still require work with broader BI and analytics engines for score/algorithmic response data and orchestration tools to drive the Micro Campaigns that are outcomes. Journey Analytics tools help analyze customer-level data from multiple systems to see patterns and draw conclusions about the customer journey (e.g., Tool Audiences.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

InMoment XI

FEBRUARY 15, 2023

Stage #3: Understand Consolidate all data streams and leverage advanced analytics to identify where and how to act (and the anticipated impact on customer outcomes). Stage #5: Realize Evaluate and demonstrate results of experience initiatives including (but not limited to) organizational change, improved metrics, and financial impact.

Sports 221

Sports Leadership Lifetime Customer ROI 221

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

AWS Machine Learning

FEBRUARY 21, 2025

There are various techniques of preference alignment, including proximal policy optimization (PPO), direct preference optimization (DPO), odds ratio policy optimization (ORPO), group relative policy optimization (GRPO), and other algorithms, that can be used in this process.

System 92

System Effort Score Metrics Training 92

AWS Machine Learning

NOVEMBER 7, 2024

Architecting a multi-tenant generative AI environment on AWS A multi-tenant, generative AI solution for your enterprise needs to address the unique requirements of generative AI workloads and responsible AI governance while maintaining adherence to corporate policies, tenant and data isolation, access management, and cost control.

Government 116

Government Self Service Policies Resources 116

Brandwatch CX

FEBRUARY 3, 2019

A large part of a successful social media strategy involves monitoring metrics and analyzing the performance of your posts. Thankfully there is no shortage of Facebook analytics tools to help maximize its potential. Free Facebook Analytics Tools. It provides detailed metrics about your posts and the engagement they earn.

Analytics 89

Analytics Tools Social Media Analysis 89

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Thematic

MARCH 20, 2025

Analytics tools simplify this process by automatically analyzing customer feedback across multiple communication channels, eliminating data silos and revealing hidden trends. Use Analytics Tools to Process Insights With massive amounts of customer feedback, businesses need AI for themed qualitative analysis to uncover patterns quickly.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? By monitoring these interactions, managers can identify patterns in customer complaints, track performance metrics, and ensure compliance with company standards.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 86

Analytics Management Policies Comparison 86

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

InteractionMetrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Clearly communicate your pricing, shipping, and return policies: Transparency builds trust. But if its low, what can you do to improve it?

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

AWS Machine Learning

AUGUST 11, 2022

This post shows you how to use an integrated solution with Amazon Lookout for Metrics and Amazon Kinesis Data Firehose to break these barriers by quickly and easily ingesting streaming data, and subsequently detecting anomalies in the key performance indicators of your interest. You don’t need ML experience to use Lookout for Metrics.

Metrics 93

Metrics Measurement Effort Score Wireless 93

InMoment XI

JANUARY 10, 2024

These scorecards typically encompass a range of key employee and customer experience KPIs and metrics specific to the agent’s responsibilities. Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Talkdesk

FEBRUARY 16, 2021

You do not plan on having a WFH policy for your agents after the pandemic. According to Metrigy, less than 10 percent (7.6%) of respondents have decided not to continue with any WFH policy once the pandemic has ended, and more than a third (35.6%) are still evaluating. You rely on outdated analytics and business success metrics.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

Lumoa

NOVEMBER 7, 2022

To participate in this growing trend, it’s become more important than ever that you can measure the impact of your CX improvements not only with CX-related metrics but also with business-critical metrics. Linking CX initiatives to financial growth is crucial – just like in any other department.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Retently

MARCH 11, 2025

Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. By translating feedback into strategy and keeping teams aligned on customer needs, they turn CX from just another metric into a real competitive advantage. More on that next. The challenge?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

AWS Machine Learning

FEBRUARY 19, 2025

Administrators can use SageMaker HyperPod task governance to govern allocation of accelerated compute to teams and projects, and enforce policies that determine the priorities across different types of tasks. Observability To get started with observability, install the Amazon CloudWatch Observability add-on with Kueue metrics selected.

Government 79

Government Policies Resources Strategy 79

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90