Kustomer

SEPTEMBER 3, 2020

And what happens more often is that the chief– the experience leader is coming in and everybody gets territorial, or a lot of people get territorial, and they end up not getting to have control or meaningful responsibility across the end to end customer journey. And then you build up your voice of customer engine.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Stella Connect

JUNE 25, 2018

Which internal issues are causing customers to reach out? Misalignment among business teams and broken internal processes can create roadblocks for the customer down the line. Understanding the point at which the customer journey went off the rails can improve First Call Resolution from the inside out. Cross-train agents.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Which internal issues are causing customers to reach out? Misalignment among business teams and broken internal processes can create roadblocks for the customer down the line. Understanding the point at which the customer journey went off the rails can improve First Call Resolution from the inside out. Cross-train agents.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40