Kerry Bodine

AUGUST 14, 2020

I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. I hope you’ll find the answers below helpful on your path to journey management. That’s why Design comes after Discover in my journey management framework!

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. I love doing these for you – but they cost quite a bundle.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Customer Bliss

SEPTEMBER 19, 2017

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. So externally, she needed a quick win on helping a new user. Libby earned her BS from Castleton University in Vermont.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Clarabridge

JUNE 6, 2017

Some call it a Customer Journey Map, User Experience Journey, or Customer Decision Journey. She’ll give you insights on the data you should focus on when crafting a journey map, how to eliminate blind spots and what you can improve right now to increase the quality of the feedback you’re collecting. Follow Denasia @denxsia.

Customer Journeys 40

Customer Journeys Telecommunications eBook User Experience 40

CSM Magazine

APRIL 28, 2021

Richard Pinnington at Calabrio explores today’s complex contact centre ecosystem and comes up with a strategy to create a synchronised agent and user experience. For example, traditional telecommunications companies are still struggling to throw off the shackles of their voice only heritage to transition to an omnichannel world.

CRM 59

CRM Self Service Omni-Channel Analytics 59

Retently

APRIL 11, 2019

The bias can only be eliminated by improving the response rate and collecting feedback from customers on a consistent basis. However, figuring out the most effective channels to capture customer feedback can be challenging, as businesses have little insights on where and when to survey their customers. Email surveys. Wide outreach.

NPS 87

NPS Survey Multi-Channel Chatbots 87