Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Value-as-a-Service Emerging. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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. Here’s how to start laying that new cultural foundation, brick by brick. and attention to detail for more effective troubleshooting and likelier first contact resolution.

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. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

delighted

SEPTEMBER 20, 2019

But they rarely reach out to a customer contact center unless there’s a problem that can’t be solved intuitively or with a few minutes of research. Is customer service of less value to your business? Opportunities to collect positive CSAT and NPS from happy customers increase. NPS surveys. Of course not.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

Stella Connect

SEPTEMBER 22, 2017

In 2017, The Values Institute ranked Southwest, Marriott, and Hilton among the top five most trusted brands based on five “C-Trust” variables: consistency, competence, candor, concern, and connection. When the contact center is overwhelmed by high call volumes during the Q1 busy season, your customers will feel the pain.

Travel 40

Travel Customer Service Contact Center Self Service 40