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COPC Standards Committee Update: AI in Focus 

COPC

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

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How To Set Up Excellent Call Center Calibration sessions?

NobelBiz

After reviewing the calls, the team reviews the employee handbook to ensure they’re complying with the standard agents are using. This workshop brings together at the same table the management of the contact center and the ordering client. This assessment system includes both inbound and outbound campaigns.

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How to Improve Customer Service with Unstructured Data

Thematic

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Marsha Collier.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Marsha Collier.

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. She is a trusted industry voice for guidance on emerging contact center channels and technologies. LinkedIn : [link]. Website : [link].