Heart of the Customer

SEPTEMBER 20, 2017

The post Your CX Scorecard is Probably Measuring the Wrong Thing appeared first on Heart of the Customer. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about.

Scorecard 79

Scorecard CX Net Promoter Score Customer Experience 79

Callminer

DECEMBER 23, 2015

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

Scorecard 182

Scorecard 182

Customer Think

JULY 9, 2021

The practice of measuring success spans all industries and lines of work. Outlining the metrics of success, or key performance indicators (KPIs), is how most organizations determine whether or not they are on the right track to meet their goals. KPIs can be extremely helpful; however, it can also be easy to get lost in […].

Scorecard 129

Scorecard Customer Loyalty Customer Experience 129

Callminer

MARCH 10, 2016

While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center will need […].

Scorecard 186

Scorecard Technology Technology Customer Experience 186

Customer Service Life

SEPTEMBER 4, 2019

In this article, I’ll share six things to consider when creating a quality scorecard. It’s so easy when designing a quality scorecard to jump right into the weeds and begin adding everything about a customer interaction that we think our agents should be doing. It’s about beginning with the end in mind. It’s a waste of time.

Scorecard 69

Scorecard Contact Center Customer Journey Map Compliance 69

DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. What categories should we evaluate?

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

Fonolo

JANUARY 8, 2020

Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. In a way, this is the real battlefront. But, for now, such data is not being shared publicly.

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Scorecard B2C Contact Center Omnichannel 67

The Squawk Point

JUNE 28, 2022

What Is a Balanced Scorecard? So What is a Balanced Scorecard? That was an exciting story of corporate corruption and greed, but what has it got to do with balanced scorecards? The post What Is a Balanced Scorecard? Dull but Important. That is not an exciting question. So let me try and give you a compelling answer.

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Scorecard Engineering Transportation Legal 52

eglobalis

JULY 2, 2024

Implementing Effective Customer Feedback Strategies To effectively utilize these metrics, companies must define clear metrics, measures, data sources, scorecards, and KPIs aligned with strategic goals.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

Intercom, Inc.

MAY 6, 2020

Here’s how to measure and track IQS: Build a scorecard that reflects your quality standards. This way you’ll be able to automatically pull in conversations from your Intercom account and review them based on your custom scorecard, notify agents about the feedback they’ve received, and track your IQS over time, agent, and rating category.

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Scorecard Customer Satisfaction Start-ups Customer Feedback 231

Adrian Swinscoe

JULY 9, 2021

There’s a reason why strategy frameworks like Balanced Scorecard (BSC) have the ‘Customer’ as the […]. This is a guest post from Matt Roberts, co-founder of Zokri. The post Creating outstanding CX from the top-down and bottom-up first appeared on Adrian Swinscoe.

Scorecard 130

Scorecard CX 130

Fonolo

JULY 27, 2021

Let them fill out a scorecard template and answer general questions about their work. Call center agent scorecards are also great tools to show agents how their performance looks throughout calls. You can accurately fill out scorecards using technology such as real-time call monitoring. Begin with a self-assessment.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Inside Customer Service

OCTOBER 6, 2022

Remove it from their scorecard and get rid of any reports or displays that remind them of an AHT target. Agents looked at the average as a target. How to decrease AHT today The secret to lowering AHT today is to ask your agents to stop thinking about AHT. Instead, ask your agents to focus on helping each customer as efficiently as possible.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

Totango

JULY 22, 2022

Another key feature of the Engage Customers SuccessBLOC is the Scorecard, which allows you to see a quick overview of important metrics related to retention goals, like customer loyalty and advocacy, product adoption, customer engagement and growth. While each scorecard is customizable, some pre-built metrics include: Health overview.

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Scorecard NPS Customer Retention Start-ups 104

Execs In The Know

OCTOBER 7, 2022

VMOs realize that routine site visits aren’t worth as much as a robust governance model and scorecard based on mutual success. Design performance scorecards that drive the desired results. A performance scorecard that drives the desired results is vital. This is because your scorecard may change over time.

Scorecard 98

Scorecard Government Contact Center CX 98

Fonolo

SEPTEMBER 20, 2022

Make a soft skills scorecard that reflects the needs of your contact center. On an individual level, add a “Goals” category to your scorecard and set a measurable and time-sensitive goal to improve on their initial scores. Create an evaluation score card to determine your agents’ skill levels. .

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Intercom, Inc.

JULY 13, 2021

Less than 1% have documented competencies with scorecards for rating performance. And many organizations, unfortunately, don’t make it any easier. For instance, the Design Career Index shows that 71% of design orgs don’t have a career progression framework. But if you don’t have a map for your career, then how do you know where you’re going?

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Scorecard Start-ups Engineering 271

Customer Think

APRIL 30, 2024

Brad Bolino provided a link to an Inc Magazine article about the Peter Principle. For their example, the author used salespeople who were promoted to sales managers based on their sales performance, but not because they had any specific skills or capabilities to be effective sales managers. Their sales management performance was poor.

Scorecard 59

Scorecard Sales 59

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Totango

JULY 29, 2022

This SuccessBLOC also features a Scorecard where you can quickly see live updates and metrics for specific goals related to identifying upsell opportunities and achieving growth targets. Some of the metrics tracked in this Scorecard include: Accounts with 95%+ license utilization. Accounts with 95%+ licenses consumed.

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Scorecard Start-ups Customer Experience 115

Fonolo

DECEMBER 9, 2021

GET YOUR FREE SCORECARD TEMPLATE. Performance Evaluation Scorecard for the Contact Center. (It If you have a thorough understanding of their numbers, their areas of strength and weakness are made quite clear, especially when you can see the numbers all in one place, on one scorecard. It only takes 60 seconds!).

Contact Center 81

Contact Center Scorecard Customer Satisfaction Start-ups 81

Totango

APRIL 4, 2019

Check them out below: New Scorecard KPI Capabilities. We made two big improvements to Scorecard KPIs in March: You can now configure Scorecard KPIs to aggregate and display your data as percentages. SuccessFlows are now available in Scorecard KPIs, enabling you to monitor team performance and focus.

Scorecard 15

Scorecard Customer Experience 15

Totango

JULY 15, 2022

Customer Scorecard. All SuccessBLOCs also include an editable Scorecard that gives you instant visibility and insights into how well your accounts are performing. The Detect Risk scorecard includes several pre-built metrics including: The number of accounts at risk. At-risk customers by CSM.

Scorecard 88

Scorecard Start-ups Customer Relationship Customer Experience 88

Totango

JUNE 15, 2021

The scorecard model is simple to understand: When your customer is green, the customer is getting value from the products and services, the engagement is effective and the company should continue to manage the customer in a similar way. Health Scorecard. Advocacy – is this customer a brand advocate?

Scorecard 96

Scorecard Start-ups Customer Satisfaction 96

Logicalware

OCTOBER 12, 2021

Third, scorecards must be? a rating out of?5?for?confidence?–?but?it’s confidence?–?but?it’s it’s important all interactions are?assessed?in in the same way.?Using?a?standard?scorecard?can to maintain?consistency, consistency, reduce bias,?and and ensure?scores?can analysed and compared over time. a wealth of data?that?you

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

Help Scout

JUNE 3, 2021

You may also consider a “divide and conquer” approach, where each person on your search committee does independent research on a tool using some sort of scorecard to grade each option. Even in this scenario, it’s probably good to have some sort of scorecard to objectively measure each tool and easily compare them side-by-side.

Scorecard 105

Scorecard Start-ups Sales Gaming 105

Totango

APRIL 18, 2022

For instance, Totango offers tools like customer scorecards and segmentation capabilities that allow CSMs to go from the “big picture” level down to account levels quickly and easily so that you can have a better view of what is going on with individual customers, empowering you to be proactive and change course rapidly when needed.

Scorecard 97

Scorecard Start-ups Customer Experience 97

Help Scout

SEPTEMBER 7, 2021

That list will form the basis of your customer service quality scorecard, or rubric. To save you some time, we’ve put together some of the most common elements of a quality rubric in this spreadsheet , which also includes a scorecard. Step 2: Create a customer service quality rubric. Step 5: Select a quality assurance tool.

Customer Service 118

Customer Service Scorecard NPS Customer Satisfaction 118

Heart of the Customer

SEPTEMBER 28, 2017

I wrote last week about why Your CX Scorecard is Probably Measuring the Wrong Thing. Now, on a flight home from a client workshop, I have a chance to catch up on some old reading. And it turns out that your CEO likely agrees. You may not be spending time in the right areas – or, at least, not making […].

Scorecard 79

Scorecard CX Customer Experience 79

Taylor Reach Group

NOVEMBER 29, 2019

The role of this team is to evaluate agent interactions with customers against a predetermined scorecard. .” Most contact centers have a quality assurance or quality evaluation team. The items on this score card typically consist of elements that we, as the organization, think are; or should be; important to our customers.

Scorecard 107

Scorecard Contact Center Customer Satisfaction Retail 107

Customer Service Life

FEBRUARY 28, 2023

We built a dashboard or scorecard that allowed us to show each team member their emails sent per hour metric in comparison with both a team average and an overall team goal. Also on this scorecard, we share a few other metrics that are at least partially impacted by productivity.

Contact Center 84

Contact Center Scorecard Customer Satisfaction Gaming 84

Totango

FEBRUARY 19, 2020

SuccessBLOC Scorecards, Now With User KPIs. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. Hi, Today we have some exciting product updates, as well as an upcoming webinar you can join for more best practices.

Scorecard 71

Scorecard Technology Technology 71

Totango

JULY 31, 2020

Continually measure success with a scorecard that surfaces customer health, the success of customer engagement, and internal engagement. Identify all stakeholders, not just key stakeholders, and map engagement plans that balance influence and expectations with the proper level of direct/indirect/digital outreach and communication.

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Scorecard Sales Technology Technology 108

Shep Hyken

DECEMBER 3, 2021

Leadership did this through the use of key tools such as Tableau dashboards, as well as through their own weekly scorecard that consistently measured on-time deliveries and critical-to-quality measurements. .

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Fonolo

AUGUST 4, 2022

Use scorecards and other technology. Scorecards are a fabulous way to simplify both agent and call center performance measuring. TIP: We have a fantastic agent scorecard template you can use to track call center and agent performance! They usually include both an agent self-assessment and scoring by the contact center manager.

Net Promoter Score 81

Net Promoter Score Scorecard Contact Center Customer Satisfaction 81

Taylor Reach Group

DECEMBER 11, 2019

Some organizations employ re-earnable bonuses based on a balanced scorecard. Maintain accurate performance data – Well designed performance reporting (Balanced Scorecard) depends on timely and accurate data. Motivation and Incentives. Contributing Factors.

Customer Experience 119

Customer Experience Contact Center Scorecard Customer Satisfaction 119

DMG Consulting

FEBRUARY 12, 2019

A balanced scorecard that measures productivity along with quality, effectiveness, customer satisfaction and reliability (for agent scorecards) provides the necessary insight. The most effective balanced scorecards also identify trends by comparing performance day-to-day, week-to-week, etc.,

Scorecard 59

Scorecard Contact Center Social Media Customer Service Sales 59