Contact Center Customer Centricity eBook NPS 
Lithium
AUGUST 12, 2021
In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.
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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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.
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?
Storyminers
MAY 4, 2016
This holds true for great customer experiences too. When a company gets it right, CX goes way beyond an NPS or CSat score—it’s all about knowing and understanding your customer so well that the experiences are designed to anticipate a need or desire. So how do you define customer experience? What do you think? SIGN ME UP!
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.
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?
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