Responsetek

MAY 8, 2018

A brand’s reputation, as Bezos highlights, isn’t simply a clever marketing ploy, it is a true representation of a company’s efforts to impress their customers and deliver on their brand promise. Employee Engagement at the Front Line. PTS within the first 12 months of program launch. Purpose Aligned with the Corporate Strategy.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Stella Connect

JUNE 28, 2018

As you built out your team, established agents would help guide newer agents and keep them engaged. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

As you built out your team, established agents would help guide newer agents and keep them engaged. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JANUARY 19, 2018

Not only do agents in each group have distinct needs, but some segments can be moved further to the right with less effort. You’ll derive maximum value from your call center training program if you focus more of your coaching efforts on the red group—the mid performers to the left of the midpoint.

Call Center 41

Call Center Training How To Average Handle Time 41

Pointillist

JULY 25, 2018

Ideally, they should be able to identify relevant questions about customer journeys and how engagement may enhance them. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Operational Metrics: First Call Resolution (FCR).

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Ideally, they should be able to identify relevant questions about customer journeys and how engagement may enhance them. Appreciate that this is a long-term effort and while some early adopters will be immediately enthusiastic, others may take longer. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43