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.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

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 Experience Matrix

APRIL 15, 2014

As you may know, I’m working with Scott Brinker of Chief Martech blog fame and Third Door Media on the MarTech marketing technology conference set for August 19-20 in Boston.* Every consulting engagement I do starts with the relationship between business strategy and marketing technology.** Bluff called. So, where to begin?

Technology 108

Technology Technology Scorecard Retail 108

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.

Scorecard 67

Scorecard B2C Contact Center Omnichannel 67

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. Litan describes phoneprinting technology combined with voice biometrics as ‘the strongest method for detecting fraudsters who call into enterprises.'” Caller fails voice biometrics screening.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

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

Fonolo

SEPTEMBER 20, 2022

Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Adaptability, to keep up with changing technology and customers’ needs. Make a soft skills scorecard that reflects the needs of your contact center.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . While each scorecard is customizable, some pre-built metrics include: Health overview. Some of the key metrics in this Scorecard include: .

Scorecard 107

Scorecard NPS Customer Retention Start-ups 107

Taylor Reach Group

FEBRUARY 26, 2019

The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? You have determined you wish to source new technology, now what? What will this technology allow us to do?

Contact Center 85

Contact Center Technology Technology Scorecard 85

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. Tap into technology to track specific KPIs.

Contact Center 81

Contact Center Scorecard Customer Satisfaction Start-ups 81

Totango

JULY 31, 2020

Although stakeholder engagement was already a priority for 2020, making the process simple (to ensure consistency and action) and scalable required technology and an engagement framework, grounded in best practices for stakeholder management, to guide planning and execution. Consider implementing a “group hug” for the customer.

Scorecard 111

Scorecard Technology Technology Sales 111

RateMyService

APRIL 14, 2025

Emerging technologies like AI offer hope, but without the ability to connect efforts to business value, even the most promising tools wont savethem. Question: What is your primary north star metric for CX (actively reported and monitored on corporate scorecards)? The era of gut-feel customer experience (CX) is over.

CX 52

CX Scorecard Finance NPS 52

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah.

Contact Center 210

Contact Center CRM Technology Technology 210

Zendesk

OCTOBER 11, 2021

That’s why quality assurance scorecards are completely customizable, meaning this metric can be adjusted to fully encapsulate and reflect your brand values and CX protocols. For our analysis, we looked at the correlation between including those areas of focus on the QA scorecard and actual customer satisfaction outcomes.

Scorecard 98

Scorecard Net Promoter Score CX Customer Satisfaction 98

Logicalware

OCTOBER 12, 2021

technologies or?complex?workflows) Third, scorecards must be? key performance indicators (KPIs) Generating actionable insights to improve operations ?–?contact contact centre leaders can?identify?barriers?and/or and/or inefficiencies?(e.g.?poorly poorly integrated?technologies effectively. quality assurance?into?your?everyday?contact

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

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. Our next webinar, Using Technology to Drive Scalable Customer Success is this Thursday, February 20 at 2pm EST / 1 PST.

Scorecard 71

Scorecard Technology Technology 71

Gainsight

MAY 6, 2020

Perhaps you have investigated Customer Success technology in the past but decided the timing was not right. Whatever decision you made about a CS technology in the past is no longer valid in this new economy. Here are 3 reasons you’ll want to revisit CS technology right away: 1. Return on Investment.

Technology 52

Technology Technology Scorecard NPS 52

Gainsight

APRIL 23, 2021

We needed a customer success automation tool and a reliable scorecard. We now can predict retention with an 86% percent accuracy rate because of the site scorecard. Nick: As you got into technology, what are some of the things you needed to do? Any advice to give to other people getting ready for technology?

Gaming 76

Gaming Scorecard Start-ups Sales 76

Totango

DECEMBER 15, 2020

While covering these topics, we’ll also discuss how the latest technology can help you optimize customer experience and retention. You can improve customer success by using technology to promote better experiences of your brand throughout your customer journey. In this blog, you’ll learn: Why customer success is so important.

Scorecard 117

Scorecard Technology Technology Customer Relationship 117

Hodusoft

DECEMBER 16, 2022

Call Center Technology Trends Every Business Leaders Must Know. Call center technologies are the most effective way to accelerate and optimize day-to-day call center operations. As modern trends dominate communication technology, business leaders must understand and follow these trends to thrive in their respective businesses.

Technology 52

Technology Technology Omnichannel Social Media 52

Fonolo

SEPTEMBER 8, 2022

DID YOU KNOW: Fonolo’s Voice Call-Back technology has saved customers about 77 years of hold time annually. Employ the right technology to collect and analyze data. Develop a quality monitoring scorecard for your team. Now that you’ve determined your goals, it’s time to gather them all into one handy scorecard.

Contact Center 87

Contact Center Scorecard Social Media Gaming 87

Fonolo

SEPTEMBER 28, 2021

TIP: Develop an interview scorecard based on your company’s needs and use it to rate potential candidates after their interview. Your second is employing technology that alleviates some stress from your agents. The higher the score, the more likely they are to be a great fit. Develop and implement a thorough training strategy.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

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!

Net Promoter Score 81

Net Promoter Score Scorecard Contact Center Customer Satisfaction 81

ClearAction

APRIL 3, 2015

Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. Employee Engagement in Balanced Scorecards. Retroactive recognition & individual recognition may not be best for the cross-functional anticipatory needs of CX.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

Totango

NOVEMBER 25, 2020

These data sources are aggregated into a scorecard that shows the state of your client base, where they are in the customer journey, whether they are using your products, how engaged they are, and if they are willing to recommend your business to others. . What Goes Into a Real-Time Customer 360 View?

Net Promoter Score 112

Net Promoter Score NPS CRM Scorecard 112

Fonolo

FEBRUARY 23, 2022

Software and Technology – Ensure your IT team is taking care of these tech security measures. DID YOU KNOW: Fonolo also uses cloud technology for our Voice-Call Backs and other services. Check out our Contact Center Scorecard for a straightforward and comprehensive approach agent performance evaluation.

Contact Center 87

Contact Center Scorecard Compliance Technology 87

Lumoa

JANUARY 31, 2023

Now, with the help of modern technology, there’re cost-effective ways to analyze feedback. Modern technologies have made feedback analysis a very simple process. Before, you could spend tons of money and hire tens of people, only to process all the feedback. Now, all you really have to do is act on it.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. So, what should we expect in the nearest future?

CX 121

CX Customer Experience Education Machine Learning 121

Totango

MARCH 27, 2020

Improving CLM with Adaptive CS Technology. As customer success plays such a key role in determining the overall success of a B2B enterprise, it follows, then, that utilizing the right customer success technology could likewise significantly improve CLM.

B2B 83

B2B Net Promoter Score Scorecard Customer Journey Map 83

Lumoa

FEBRUARY 20, 2018

Now, with the help of modern technology, there're cost-effective ways to analyze the feedback. Modern technologies have made the feedback analysis a very simple process. Before, you could spend tons of money and hire tens of people, only to process all the feedback. Now, all you really have to do is act on it.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Customer Experience Matrix

JUNE 13, 2007

In case I didn’t make myself clear yesterday , my conclusion about balanced scorecard software is that the systems themselves are not very interesting, even though the concept itself can be extremely valuable. Nor is there much mystery about the underlying technology. Contrast this with text search systems. These, I find fascinating.

Scorecard 48

Scorecard Engineering Technology Technology 48

Customer Service Life

MAY 11, 2022

Now, before you go thinking that this is a pro-Zendesk article that’s irrelevant to your customer support team or contact center, I believe that many popular support ticketing systems and knowledge base platforms offer similar technology to boost self-service. I hope that you can glean some best practices for your operation.

Artificial Intelligence 104

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 104

Execs In The Know

OCTOBER 11, 2021

Successfully implementing a WFH plan requires new technology and connectivity requirements to minimize operational disruption while adhering to rigorous security standards to keep customers’ and clients’ data safe. recommends designing a Chat Scorecard that includes top metrics agents should focus on during customer interactions.

Contact Center 98

Contact Center Scorecard Touchpoint Innovation 98

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 95

Sales Scorecard NPS Customer Acquisition 95

ClearAction

MAY 31, 2015

Turning to technology or organization structure to solve all these ills is often a step in the right direction. Employee Engagement in Balanced Scorecards. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Silver Bullets. Customers First, or Employees First ?

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

Execs In The Know

JANUARY 8, 2023

Which technologies and tools will help your teams get more efficient and provide that ease of use for the customer without spending more? The goal isn’t to just hit a number on a scorecard. What’s the technology you’re looking to implement? What does the customer journey look like for you?

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Callminer

SEPTEMBER 5, 2017

Technology systems that provide pre-recorded disclosures and automated statement delivery that is integrated with each call can make onboarding processes much easier. She has a command to write on call center software and new technologies used in contact centers. Her articles are also published on other sites as a guest blogger.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140