TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Contact Center 52

Contact Center Metrics Training Call Center 52

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Then and only then can the group begin to move toward the new objective. Then these ambassadors bring that evolving CX strategy back into their functional groups.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Then and only then can the group begin to move toward the new objective. Then these ambassadors bring that evolving CX strategy back into their functional groups.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

NobelBiz

FEBRUARY 15, 2023

After reviewing the calls, the team reviews the employee handbook to ensure they’re complying with the standard agents are using. This workshop brings together at the same table the management of the contact center and the ordering client. This assessment system includes both inbound and outbound campaigns.

Call Center 52

Call Center How To Handbook Measurement 52

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130