Why is first call resolution so important for call center success? Author Stephanie Ventura explores why FCR is integral to optimal call center experiences that drive customer satisfaction.
CX teams are challenged to connect data, identify and prioritize problems and opportunities, and measure the impact of CX initiatives. Read how leading teams are solving CX challenges with customer journey analytics.
By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS. [...]
How to improve your return on investment in platforms like Medallia, Qualtrics and Clarabridge By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving [...]
How do leading organizations optimize their customers' journeys, improve customer experience and measure its impact on their business? In this post I review some of the key findings from Pointillist's survey of over 700 CX, marketing, and analytics professionals worldwide.
By Steve Offsey Your company is now competing based on customer experience, but you're only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. [...]
By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed. All [...]
By Swati Sahai Research has found that Americans spent more than 900 million hours on hold in a single year. That adds up to 40+ days on hold for every person over the course of a lifetime! For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call [...]
Canadian Red Cross’ Andrew George sat down with Pointillist’s Steve Offsey to talk about their recent success at the Loyalty360 Customer Awards, their adoption of customer journey analytics and the road ahead. Andrew George is the Associate Director, National Customer Experience Marketing for the Canadian Red Cross. He is responsible for the development and execution [...]
There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. This definitive list of 27 call center metrics and KPIs will help ensure you are not missing out on any essential metrics and help make strategic choices about which KPIs to track.