Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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

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.

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