Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Eptica

JANUARY 25, 2017

compared to January 2016, marking the fourth straight improvement in results. However, digging deeper reveals five key trends that companies need to address if they are to continue to score highly for customer satisfaction: 1. Customers are being asked to do more The overall Customer Effort Score is up by 0.3,

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. However, despite our best efforts, we were failing our customers; we were constrained by our system solutions. First contact resolution is 87% and NPS 91%.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

SurveySensum

JULY 14, 2020

Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). She is a trusted industry voice for guidance on emerging contact center channels and technologies. Currently working at Qualtrics as a Sr. and Crowdvocate.com. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Clarabridge. NICE Systems. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Consider your agent’s point of view.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40