Beyond Philosophy

MARCH 2, 2016

New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. They analyzed four million phone calls from 2013 to 2015. Take for instance the likelihood that your caller will feel frustrated when on hold for your call center and hang up on you.

Consulting 278

Consulting Consulting Call Center Call center experience 278

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. According to this Customer Experience Executive Report , customers place a premium on great experiences, and 63% of them would pay more for a better experience. The Cloud Contact Center is predicted to become the number one platform of choice for many businesses in 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

inmoment

MAY 14, 2020

Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare. In our experience, an index or combination of metrics is often the best predictor of member behaviors.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

CCNG

OCTOBER 19, 2022

Nielsen, 2015) An average NPS increase by 7 points correlates with a 1% growth in revenue. Qualtrics, 2022) Business Impact of CX Find out how customer experience can influence your business KPIs Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195