Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.
eglobalis
NOVEMBER 26, 2024
Empathy must transcend emotional acknowledgment and evolve into a driver of actionable outcomes that solve real problems, align with client goals, and deliver measurable value. Other option is to simply keeping customer abreast how your organizations is solving it. This partnership approach exemplifies empathy in product development.
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ECXO
MARCH 6, 2025
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Metrics and Measurement for CX Success Using the right metrics is crucial in a CX transformation.
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.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI. Register today! 📆 April 10th, 2025 at 9:30 AM PDT, 12:30 PM EDT, 5:30 PM BST
eglobalis
MARCH 13, 2025
How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Present case studies and industry benchmarks that show measurable gains from CX investments.
InMoment XI
OCTOBER 31, 2024
What Are Important Call Center Metrics to Measure? Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call. Lower AHT reflects efficient service.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. Tune in on January 15th and learn about things such as: How a focus on "Ease of Doing Business" can yield greater near-term gains than loyalty.
Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting
Tune in on March 4th and learn about things such as: How to organize for success. What to measure (and what to NOT measure). How to align with your CEO’s objectives. How to align your career interests with the needs of your organization. Where to start - what to do first, second, and third.
Speaker: Nate Brown, Co-Founder, CX Accelerator
Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results. By the end of this webinar, you will know: How to establish an “effort-measurement” base for both the customer experience and the employee experience.
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Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Do loyalty metrics need to be reassessed?
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
How to define, measure and track success. By investing and focusing on employee engagement, your company will be able to increase productivity, retain top talent, and increase your customers' experience. In this session, you will learn: The significance and importance of engaged employees.
Speaker: Liz Richardson and Deena Zenyk
Key outcomes & measurements. How to identify and recruit advocates from your community. Incentive types and how to use them. On October 6th, 2021, at 9:00am PDT, 12:00pm EDT, you can join us to learn first-hand what works and - maybe even more importantly - what doesn’t. Register today!
Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums
How do you encourage your customers to help others? What are the key metrics to measure? Join us to learn: How to integrate your knowledge base (and KCS) with your community. How to establish a successful ambassador program. Or, are you not even sure where you should start. What are the biggest challenges?
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.
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