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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

These scorecards typically encompass a range of key employee and customer experience KPIs and metrics specific to the agent’s responsibilities. Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines.

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Your Guide to Mastering Brand Reputation Management

InMoment XI

Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected. Consistency builds trust and recognition.

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You’re Probably Measuring Customer Satisfaction Incorrectly

Kayako

How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. That’s not to say customer satisfaction surveys aren’t valuable – they are, hugely valuable.

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How Voice of Customer (VoC) Programs Revolutionize Compliance in Financial Services

InMoment XI

RG 271—Closing the Inner and Outer Loop One of the critical regulatory guidelines that financial firms must adhere to is Regulatory Guide 271 (RG 271) , introduced by ASIC following the Royal Commission in 2021.

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4 Ways Omnichannel Contact Center Solutions can Improve the Customer Experience

InMoment XI

Whether a customer is engaging on social media, talking on the phone, or visiting a physical store, the brand experience should remain uniform. Omnichannel solutions can help achieve this by ensuring all customer-facing teams have access to the same information and guidelines for interacting with customers.

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What You Need to Know About Contact Center AI

InMoment XI

This scalability ensures that the contact center can adapt to varying levels of customer service demand, maintaining service quality even during peak times. Customers appreciate the convenience of instant assistance, personalized recommendations, and the ability of businesses to anticipate and address their needs.

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Why Customer Service Employees Need Guidelines Not Just Rules

CSM Magazine

So, apart from rules that tell an employee what they can or can’t do, it’s also essential that employees have guidelines as well. These guidelines will provide the boundaries that allow your employees to make decisions for the benefit of the customer – and the organization – without having to seek a supervisor’s approval every time.