eglobalis
SEPTEMBER 5, 2024
To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.
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?
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BlueOcean
AUGUST 13, 2024
In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. All these contact center metrics and more add up to give us a picture of call center performance. What is the Average Handle Time?
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.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort.
Experience Investigators by 360Connext
FEBRUARY 6, 2024
CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. How do you measure it?
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?
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Do loyalty metrics need to be reassessed? They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed?
Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums
What are the key metrics to measure? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the biggest challenges?
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. The various measurements used to monitor CX results. Tune in on February 25th and discover: The business value of CX.
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As the learning industry matures, one question comes up time and time again in our conversations with customers about their learning programs: “How do we measure the business impact of extended enterprise learning initiatives?”.
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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?
Speaker: Carrie Melissa Jones
How do I measure Community KPIs? We understand how complex community measurement can seem, but with the help of Carrie Melissa Jones we can help you simplify the process and prove the impact of your community on your organization. Join us to learn: The 3 types of metrics you need to track.
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In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. But, how are companies leveraging it - both technically and operationally?
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Key performance indicators (KPIs) measure performance over time based on specific business objectives. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
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