Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels.  Over the storm period, the insights team could see that detractors were on the increase and customers were unhappy about the wait times.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Call center optimization helps enhance the customer experience (CX) and acts as the linchpin in the relationship between a business and its customers. Hold queues and smart call routing play a pivotal role.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Let’s answer those questions!

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

CX Journey

NOVEMBER 24, 2015

Now, think about the next time you need to call. And then the wait time for a rep to actually take/answer your call. When that match is made, agents can more easily and more genuinely help customers; the whole process becomes more efficient, and without a doubt, this makes for a better experience for customers.

Customer Service 80

Customer Service Call Center Case Study Customers 80

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. I try to do that myself in this blog from time to time too. You call it processing time.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Lithium

SEPTEMBER 9, 2022

Your customers will have longer wait times to speak with an agent, which decreases your NPS. Former agents will have an unsavory view of working for your company and, if motivated enough, will take their experience to employer review websites like Glassdoor and Indeed. Real World Case Study | Samsung Benelux.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52