Verint

JULY 31, 2017

She and her team outlined three principles that are part of the foundation of their VoC strategy: Understand the root cause of issues that customers have with our organization—and determine why the defects occurred. The organization has more than 4,400 contact center agents who handle over 28 million phone calls per year.

Strategy 28

Strategy ROI Analytics Survey 28

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. appeared first on Parature.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Tricia Morris

AUGUST 21, 2015

The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2) greater customer lifetime value. Discard the latter. (3)

CRM 40

CRM Customer Focused Self Service Conference 40