InMoment XI
OCTOBER 31, 2024
The best way to get started is by tracking and monitoring call center metrics. What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. Here are 30 important metrics you can track to ensure your call center achieves its goals.
BlueOcean
AUGUST 13, 2024
The math provides us with insights on how to improve the customer experience and gain greater value for the client. We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? All these contact center metrics and more add up to give us a picture of call center performance.
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ECXO
MARCH 24, 2024
The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. CX metrics follow a sequence. Join us on April 17th, 2024, at 4 PM CET | 3 PM GMT | 7 AM PST. Feeling overwhelmed by calculations? It’s a short session.
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.
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Do loyalty metrics need to be reassessed? Download this eBook and discover how to adjust to get more from your customer feedback right now! They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed?
InMoment XI
DECEMBER 7, 2023
Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?
Experience Investigators by 360Connext
FEBRUARY 6, 2024
higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits? CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. And that’s a problem. Customers are nuanced.
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance. What the best practices are for tracking and proving customer value.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
It is hard to correlate loyalty metrics with business results. 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. Ways in which you can identify the critical drivers of "Ease of Doing Business"—and how to engage employees to solve problems.
Speaker: Nate Brown, Co-Founder, CX Accelerator
Do you have the right metrics in place to assess your true impact? Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results. How to move beyond effort using Customer Engagement Score, Customer Growth Engine and more to develop a CX dashboard.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? To drive enduring change, redirect focus on metrics you can see before touch-points. Lagging indicators are important gauges of success, but they’re not actionable.
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
This session will cover key metrics used to determine ROI. 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. Tune in on February 25th and discover: The business value of CX.
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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. Do loyalty metrics need to be reassessed? Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power?
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Download this eBook and uncover how winning organizations are tapping into the right technology to improve Customer Satisfaction, NPS, and other key metrics.
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However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success.
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