Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. That’s why it’s important to keep track of measures of customer satisfaction, loyalty, and effort, as well as capture the voice of the customer and understand overall sentiment. .

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Wootric CX Blog

SEPTEMBER 17, 2020

Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience. Set clear metrics and use hard data to measure customer experience management. Strong brand values.

Customer Experience 71

Customer Experience Leadership Course Consumers 71

Stella Connect

SEPTEMBER 16, 2021

2: Remember to measure soft skills, not just hard ones. 3: Assess how well agents demonstrate brand voice and reflect brand values. Did the agent communicate with the customer in a thoughtful manner? Was the agent clear and easy to understand? #3:

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

Stella Connect

JANUARY 30, 2017

While this top-down approach is standard practice for many brands today, it may not be for long. And, in turn, to help shape the brand itself. This is often the case when the product is a more considered purchase and customers want a more serious, measured person guiding them through a fairly complex or technical buying process.

Data 40

Data Retail Culture Contact Center 40

Avaya

MARCH 17, 2019

Positive experiences improve sales revenue, customer loyalty, and brand value. Negative experiences can lower sales, customer acquisition, and loyalty—and they can damage your brand. Give your contact center agents easy access to relevant customer intelligence.

Brand Values 52

Brand Values Brands Customer Experience Contact Center 52

Avaya

SEPTEMBER 5, 2018

Positive experiences improve sales revenue, customer loyalty, and brand value. Negative experiences can lower sales, customer acquisition, and loyalty—and they can damage your brand. Give your contact center agents easy access to relevant customer intelligence.

Brand Values 37

Brand Values Brands Customer Experience Contact Center 37

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. Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance.

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

Stella Connect

SEPTEMBER 22, 2017

Given the changing nature of customer service contacts, consumers’ emotional and financial investment in their travel experiences, and the value travelers place on quick, meaningful resolution, your contact center is teeming with opportunities to create customers for life. Plan for peak call volumes.

Travel 40

Travel Customer Service Contact Center Self 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? This is an essential customer experience metric measured by asking customers to rate you on just one thing: ease.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

Beyond Philosophy

SEPTEMBER 16, 2021

That means the Brand team is doing one thing and the Customer Experience team is doing another, and, through sheer luck in some cases, they overlap a bit here and there. . We were talking with a client about their brand values. They told me that one of the brand values was Red. What did that mean?

Customer Focused 88

Customer Focused Marketing Customer Centricity Government 88