Articles
Tag: kpi
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What Is Average Handle Time (AHT) and Does It Impact Customer Experience?
Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
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Are All Your Different KPIs at Odds With Your Customer Experience?
Different departments work towards different KPIs, which can negatively impact the customer experience. Alignment is the way forward.
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Which KPIs Are Right to Measure Your Customer Experience?
Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts.
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How to Convince Your CFO to Invest in Customer Experience
There’s a yawning gap between knowing the importance of delivering a great customer experience and the ability to actually deliver it.
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Are Your Customer Experience KPIs Fit for Today?
What key performance indicators (KPIs) matter in today's digital world?
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Rethinking CX: Making Meaningful Measurements
How can you reorient your idea of application performance around customer expectations?
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10 Sales Metrics that Provide Actionable Insight
When it comes to evaluating your sales and marketing processes, there are a handful of metrics that can sum up the entirety of your performance. These deal with either total top-line revenue or the profitability of new deals. And while they’re supremely important, they’re also somewhat opaque.
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Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIs
Digital customer experience is the new differentiator among similar brands and products. The quality of your mobile and online interactions can determine whether a visitor abandons your site for a competitor, switches to a mobile site or app, or gives up altogether. Research shows this is very costly for businesses
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New HP Suite Offers Overview of IT Performance
While the standard response to the question as to whether SaaS, cloud computing or outsourcing are the best thing for your company is "yes," HP (news, site ) has released a suite of software for CIOs that will measure just that and provide in-depth insight into how your
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Is There a Must-Use Metric to Measure Web Engagement?
How do you know your web engagement strategies are working if you aren't measuring them. You don't.
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