eglobalis
NOVEMBER 12, 2024
Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations. To implement this, initiate the project with joint planning sessions focused on aligning goals with the client’s strategic outcomes.
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.
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eglobalis
MARCH 30, 2025
For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. However, organizations across high-tech, telecom, utilities, and finance sectors are finding these methods increasingly limited.
Retently
JANUARY 13, 2025
By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Low scores?
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Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout.
InMoment XI
JANUARY 18, 2022
This is where InMoment’s newest report comes in. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! But before we dive into the data, we wanted to tell you more about how the report was created. A Word About COVID.
Calabrio
MARCH 25, 2025
Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. What new challenges are businesses facingand how are they measuring success? How successful have these efforts been? What does the future of the contact center have in store?
Advertiser: ZoomInfo
However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow.
Advertiser: ZoomInfo
They’ll share what to consider when crafting an ABM strategy, from defining your ideal customer profile to crafting compelling messaging to measuring success.
Advertiser: Skilljar
Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.
Advertiser: ZoomInfo
This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.
Speaker: Laura Sikorski, Contact Center Consultant
Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. How do you go beyond reports to measure your customer satisfaction and business profitability? The role of your employees is paramount.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
According to Gallup data, only 33% of employees reported they are engaged at work. How to define, measure and track success. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company.
Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester
Join us for a deep dive into Forrester’s Predictions report to get more information on next year’s digital commerce landscape. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. How Behavioral AI can have an impact on the quality of customer conversations with a measurable increase of 20% in actual outcomes.
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