Business Outcome Mgmt
The act of telling a story about work that was executed (or not) to achieve specific outcomes.
What is Demonstrate
The Coveo line of business that makes the E-store personal, so that every shopper feels like you know them already.
What is Coveo for Commerce
This is an acronym for Customer Satisfaction
What is CSAT
The act of surfacing the "known" out of a knowledge base and avoiding duplication of content
What is knowledge management for agent adoption OR increasing agent efficiency
This is reflected by an increase in ESAT
What is Enhanced Employee Experience
The result of aligning Coveo's critical success factors with customer objectives.
What are Business Outcomes
AOV stands for ______.
What is Average Order Value
Efficient self-service ensures that only _______ are saved for assisted support channels.
What are complex cases
Incident Deflection Rate is an example of a ____________.
What is a Service Value Driver?
If a customer wants employees to access the right tools so they can do their job more efficiently, this is an example of what metric?
What is Increase Employee Productivity
The act of defining the business outcomes that your customer needs to achieve.
What is a Commerce Business Outcome
Customers who focus on self-service success should see an increase in this metric.
What is Case Deflection Rate
A customer recognizing that they have been able to streamline support costs is an example of a _________.
What is a Service Business Outcome
Term to describe the reduction in time that employees spend waiting for answers from other teams before bringing a product in front of clients, since they can find information themselves.
The Friendship Formula
Agent Support, Returns, One-Time Buyers, Catalog Breadth are all examples of ________.
What are B2B Commerce Pain Points
This is measured by Net Promoter & Customer Satisfaction Scores
What is Measuring the Customer Experience
Term to describe a reduction in the time employees spend searching for information.
What is improved employee efficiency
Refers to the time needed or taken by an individual to acquire the skills and knowledge necessary to reach an acceptable level of performance.
What is time to proficiency
Relevancy + Consumption + PDFI = ?
What is the Coveo Customer Health Score
Increased relevancy will ensure that the right products are purchased, hence reducing the margin of error in delivering the right products. What is the KPI associated with this benefit?
Analytics and _____ identification ensures the most searched content is available and constantly improved for customers who are ready to create a case.
What is Content Gap
Term used to describe the act of enabling L1 fulfillers to do more on their own, without having to leverage the experience of higher-tiers to solve issues/cases.
What is reduced Incident/Request Escalation Rate
With automatic scalability, the solution is a fixed price and will automatically scale based on the demand. No maintenance of the infrastructure or extra development cost is required. This leads to _________.
What is reduced infrastructure cost