eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

InMoment XI

MARCH 14, 2025

You can use this information to refine things like training programs and workload distribution. The result is better training, a more evenly distributed workload, and efficiency gains everywhere you look. This is key because to learn the right information, businesses have to measure the right metrics.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

Net Promoter Score 340

Net Promoter Score Effort Score B2B NPS 340

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 234

Leadership B2B B2C Effort Score 234

eglobalis

FEBRUARY 13, 2025

Measuring Action, Not Just Sentiment Traditional CX metrics like NPS or CSAT are often reactive and sentiment-based. How to execute: Track metrics tied to resolution speed, churn reduction and problem closure rates. How to execute: Track metrics tied to resolution speed, churn reduction and problem closure rates.

Analytics 289

Analytics Measurement Metrics Feedback 289

eglobalis

OCTOBER 14, 2024

Personalized learning ensures that each professional receives the specific training needed to succeed in their unique business environment. This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

ECXO

OCTOBER 23, 2024

AI-powered chatbots and virtual assistants can engage in meaningful conversations, providing instant solutions and valuable recommendations. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. Additionally, training employees in active listening and empathy is critical , as these skills enhance human interactions and foster deeper relationships. But what truly drives loyalty in the B2B space? Generating Churn!

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 130

Call Center Measurement Self Service How To 130

ECXO

DECEMBER 4, 2024

These distinctions arise from the inherent characteristics of their business models, the nature of their offerings, and the way they engage with end consumers. In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Points: Agents accumulate points for achieving specific metrics, such as call resolution time or customer satisfaction scores.

Gamification 130

Gamification Contact Center Engagement Call Center 130

eglobalis

JUNE 27, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Training programs and employee enablement strategies are crucial. Optimization of these touchpoints requires a cross-functional approach.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. Start with a few CX metrics like NPS and CSAT to build an initial use case.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

OCTOBER 14, 2024

Customer Engagement and Interaction Social Media and Online Reviews: Monitor what customers are saying about your brand on social media and online review platforms. Engagement Metrics: Analyze engagement metrics such as response times, resolution times, and interaction counts across customer service channels.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

BlueOcean

DECEMBER 2, 2024

It begins with training agents to pay active attention to what your customer is saying – not just the primary information like their name and address, but even the small comments, maybe something said in passing. We can easily train someone to be successful in hospitality – but only if they have the personality fit and values first.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Experience Investigators by 360Connext

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

DECEMBER 18, 2024

Companies leveraging omnichannel engagement retain 89% of their customers. It uses metrics from AI-enabled text analysis to evaluate how well agents respond and handle conversations. They analyze historical data, trends, and real-time metrics to forecast customer demand accurately.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Uniphore

JUNE 9, 2021

Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate. Educate, engage and empower your employees. Automation isn’t just about replacing human processes.

Engagement 246

Engagement Contact Center How To Poor Customer Service 246

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. Training programs and employee enablement strategies are crucial. Each touchpoint must then be analyzed to identify pain points and opportunities for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Invest in training your team. But what are you talking about?”,

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. As a result, the restaurant improved the “speed of service” metric by 47%. Start by establishing communication protocols and training your staff on them.

Feedback 195

Feedback Management Social Media ROI 195

Calabrio

MARCH 18, 2025

Poor Bot Performance & Maintenance Issues Chatbots require ongoing training, tuning, and updates to remain effective. Without AI-driven analytics , chatbot teams struggle to track key bot metrics , identify performance gaps, prioritize updates, and ensure that automation is improving over time.

Chatbots 147

Chatbots Self Service Contact Center Analytics 147

InMoment XI

OCTOBER 23, 2024

With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Regular communication helps build trust and keeps customers engaged with your services. Leverage and emphasize community engagement. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Uncover actionable insights: AI illuminates trends and patterns in customer interactions, enabling data-driven decisions for process optimization and agent training.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

InMoment XI

JUNE 14, 2022

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

ECXO

DECEMBER 25, 2024

Why It Works: Customers are more likely to trust and engage with brands that offer consistent experiences wherever they interact. Empower Employees to Enhance CX What to Do: Train employees to prioritize CX in their roles, providing them with the autonomy to resolve issues creatively. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

JANUARY 22, 2025

Invest in Training for Local Teams For brands that choose to stick with the distributed approach (where each location manages its own reviews), boosting the quality of local efforts is key. Pre-configured response templates speed up response times and ensure that customer engagement is both timely and consistent.

Management 195

Management Multi-Channel Effort Score Social Media 195

InMoment XI

NOVEMBER 7, 2024

Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships. Create Segments and Triggers You can create customer segments based on behaviors, demographics, and other criteria, such as purchase history or engagement level.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer churn is the opposite of retention.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Maybe your headline overpromised or your page lacked clarity.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

ECXO

FEBRUARY 3, 2025

This kind of engagement shows that youre invested in their success, not just their money. Result: Customers are more likely to engage with personalized offers, leading to higher satisfaction and conversion rates. Actions You Can Take: Host regular training sessions on active listening, problem-solving, and emotional intelligence.

Sales 263

Sales Customer Experience e-support Examples 263

ECXO

OCTOBER 7, 2024

Your work creates ripples that extend into communities, influencing how individuals interact with and perceive the brands they choose to engage with. In my routine, this is very much connected to challenging processes and engaging our teams in thinking of different ways to work – it can be quite difficult at times.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Calabrio

JANUARY 17, 2025

Agents today can aspire to develop their careers in areas such as: Team Leadership: Guiding and mentoring teams to meet performance metrics and drive exceptional customer experiences. Training and Development: Coaching new hires and supporting existing employees in refining their skills.

Contact Center 130

Contact Center Analytics Report Training 130

InMoment XI

FEBRUARY 3, 2025

Increased Customer Engagement and Satisfaction Any opportunity to make your marketing efforts more meaningful is something worth pursuing, and CI is a powerful way to do exactly that. Identify key location-based metrics : Some metrics have highly localized value, while others arent as useful at the location level.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195