Contact Center Customer Centricity eBook Effort Score 
Stella Connect
MAY 4, 2017
This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Keynote Presentations.
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.
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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?
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.
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?
Comm100
DECEMBER 12, 2017
The loyal customers who are enthusiastic about your brand have been found to frequently complain in an effort to help you improve and are the most likely to recommend friends. But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Outside-In Thinking. Convenience.
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
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