Avaya

MAY 23, 2017

Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment. Just consider that 55% of companies cite “evolving customer behaviors and preferences” as their primary driver of digital change. sales, marketing, HR, billing). Let me know what you think.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Responsetek

MAY 7, 2018

How can we uncover customer emotion and the key drivers of satisfaction and advocacy with so few questions? Let’s use an example of a contact center experience. Most leading customer centric organizations are using post call surveys to evaluate their agents. Download eBook. Post Call Survey: 3 Questions.

Survey 40

Survey Contact Center Effort Score eBook 40

Clarabridge

AUGUST 10, 2017

Becoming a CX Champion means being dedicated to improving the customer experience and the voice of the customer. A CX Champion pushes the value of customer centricity across the business, tracking and sharing CX success and making sure other teams understand how and why it’s mutually beneficial to listen to the customer.

Customer Experience 49

Customer Experience How To eBook Contact Center 49

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Analysis Measurement Social Media 93

Clarabridge

OCTOBER 8, 2015

Use customer feedback to showcase your successes! You’re collecting truckloads of feedback from your customers. For a customer-centric company, that’s a powerful asset. For example, a customer who calls the contact center is likely to have tried several means of self-support before picking up the phone.

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Storyminers

MAY 4, 2016

Therefore, to successfully stand out from the competition, you have to approach your CX practice in the same way that renowned organizations like Zappos and Disney World do—with a dedication to customer-centricity. So how do you define customer experience? Sign up to get weekly resources, and receive your FREE bonus eBook.

Industry 140

Industry Customer Experience Interaction Customers 140

Comm100

DECEMBER 12, 2017

Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Outside-In Thinking. Convenience.

Training 105

Training Customer Experience Customer Journeys How To 105

Esteban Kolsky

MARCH 13, 2018

before we get started, I am finishing an eBook that compiles this information in a better format – please register here if you are interested, should be available in the next 2 weeks or so.). Q : How can my business increase customer satisfaction if we are already being consumer-focused and customer-centric?

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Stella Connect

APRIL 17, 2018

To help you get started, we’ve compiled a list of 29 customer service training and coaching tips. 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. Coaching Customer Service Agents for Individual Growth. “A

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

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101