NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift.

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

Comm100

JUNE 13, 2018

Steve DiGioia has a very succinct yet informative post on the best way of dealing with upset customers, and his acronym is particularly useful for remembering what you need to do. We’ve talked about metrics and KPIs on the blog previously and we’ve focused on ensuring that you’re actually measuring the right things and how to measure.

Customer Service 102

Customer Service Airlines Call Center Metrics 102

SaleMove

OCTOBER 7, 2020

Today’s contact center managers focus primarily on agent performance and customer service level metrics, and using those metrics to drive staffing, training and technology investment decisions. . Social channels require fluency in new terminology and acronyms. Managers need to hire, coach and schedule staff accordingly.

Contact Center 52

Contact Center Self Service Management Metrics 52

Storyminers

JULY 29, 2016

As that can be a tall order, we have created a proprietary model called “Customer Loyalty 3.0” Many businesses send out surveys via email after calls, but this isn’t a very effective strategy. All of these can be delivered across channels such as email, social media, a hand-written note or a phone call. Brian Honigman.

B2C 124

B2C Customer Retention Strategy Brands 124

NICE inContact

NOVEMBER 23, 2018

Spend any time around a contact center and you’ll likely hear the acronym FCR. The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution.

First Call Resolution 123

First Call Resolution Measurement Average Handle Time Call Center 123

Russel Lolacher

JANUARY 8, 2022

She teaches and writes frequently on the topic of plain language, leads Plain Language Weekly on Clubhouse, and is a member of the Center for Plain Language. And she’s a member of the Center for plain language. If you use words and acronyms your reader isn’t likely to understand you make it harder for your reader.

Culture 45

Culture Employee Engagement Communication Engagement 45

Upstream Works

MARCH 26, 2020

Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour. The rationale here for use in the business is clear, but the same tools used for collaboration also has newfound utility in the contact center. This is especially true for video and co-browse customer care solutions.

Customer Care 78

Customer Care Video Healthcare Self Service 78

InteractionMetrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” Other companies are using AI for customer experience to gauge call center conversations and customers’ answers to open-ended survey questions. Sampling is critical for Text Analysis. You don’t have the budget for AI.

B2B 40

B2B Customer Experience Analysis Chatbots 40

SuiteCX

JUNE 1, 2015

Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms). Multi channel is enabling a customer to interact with you in multiple channels ( on the web, in person, through your call center etc.). Terms associated with Journey Mapping. Multi-channel and Omni channel.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . My good friend Matt Myszkowski introduced me to this acronym. Can it really be this simple?

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. He would post a great piece of content from Uberflip’s blog and I would go read it or comment on it on Linkedin. On our walls, you can see the acronym HUSTLE: Heart, Unique, Skill, Tech, Lean, and Entrepreneurial.

Customer Success 0

Customer Success Customers Metrics Sales 0

Russel Lolacher

OCTOBER 10, 2022

DoingCXRight Website – Contact , Podcast , Blog , Mentorship. Wow, another acronym. Let’s call this customer experience Professionals Association. Connect and learn more about Stacy on her platforms: Twitter. WORKING FROM HOME. “I don’t see any positives.” Forbes article. Hello to you, Stacy.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52