Kustomer

JULY 1, 2021

Even with long wait times, customers tend to be happier and more connected to the brand if they have a satisfying experience at the end of the interaction. “If So many companies have resorted to using scripted language for each rep interaction, turning agents into robotic employees. Customers can sense this. Tom and I go way back.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. Our consultants have helped customers to achieve successes such as: Recommendation rate driven to 94 percent, 30+ percent increase in NPS®, 90 percent renewal rate, and 96 percent low or very low Customer Effort Score. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Aimee Lucas. Kate Nasser.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

SEPTEMBER 3, 2020

It takes a lot of effort and time to change a company mindset because it is dependent on the employees. It’s almost embarrassing to look and see the statistics around how many digital transformation efforts are failing. It’s somewhere between 80 and 95% of digital transformation efforts are failing. I love that.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Aimee Lucas. Kate Nasser.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130