PeopleMetrics

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Do they expect new ways to interact with you? Contact PeopleMetrics: About the Author. Where you start with VoC depends on your level of maturity. Connect The Dots. Let's start building.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

FEBRUARY 21, 2018

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand. When advertising doesn't align with experience. Consistency is key.

Marketing 67

Marketing CEM Advertising Video 67

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.

Management 41

Management Automotive Leadership Effort Score 41

Kustomer

APRIL 16, 2020

It is essential to understand the customer’s situation, and realize whether a personal interaction with a rep or an automated conversation would be more efficient. Twenty years, CRM, contact center veteran. A lot of people don’t actually know this about me, but I started my journey, or my career in the contact center.

Customer Experience 52

Customer Experience How To Contact Center Airlines 52

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. Recognize alerts are triggered when a customer indicates that they had an exceptional experience when interacting with an employee during a recent experience. Contact PeopleMetrics: About the Author. Recognize Alerts.

CEM 78

CEM ROI Contact Center Survey 78

ClearAction

MARCH 20, 2020

A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions. Like outcomes-based selling, knowing your customers’ intended outcomes gets you out of the weeds of features and interactions. This is pure VoC because it’s customer-initiated. ” Wow!

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. and cloud-based call center offerings.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116