ClearAction

MAY 3, 2017

The term “ customer-centered ” may be more pure and powerful rather than customer-centric or customer-driven. “Centric” is misunderstood. It seems some managers view customer-centricity as kowtowing to customers’ every whim, such as making everything free.

Morale 67

Morale Customer centricity Marketing Consulting 67

CSM Magazine

OCTOBER 28, 2019

Courageous leaders build organizational morality and integrity. Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

Morale 40

Morale Customer centricity Coaching Accountability 40

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Enhancing Customer Experience through Real-Time Monitoring In a customer-centric world, satisfaction is king.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ClearAction

JANUARY 4, 2020

“Long-term success with customer experience comes only when everyone in the organization understands who the customer is, what the customer’s expectations are, and how they impact the customer,” observed Cusick, who is now a CX and innovation consultant at CX Prophet, as well as a ClearAction Senior Advisor.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

NobelBiz

SEPTEMBER 12, 2023

In the contact center realm, measuring Talk Time isn’t just about numbers; it’s the compass guiding us toward efficiency, quality, and customer satisfaction. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured?

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

NobelBiz

JUNE 5, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz By leveraging data-driven insights, employing skilled agents, and utilizing advanced technology, agents can tailor their approach, messaging, and offers, creating meaningful connections that resonate with individuals on a personal level.

Call Center 52

Call Center Scripts CRM Contact Center 52

Talkdesk

JUNE 28, 2016

How does the work environment and team morale impact the way customers perceive companies? What can be done to promote a customer-centric culture in the workplace? Annette Franz Gleneicki || Customer Think. Why Customer Loyalty Depends on the Employee Experience. This week’s topic is the employee experience.

Customer Experience 40

Customer Experience Morale Employee engagement Customer centricity 40

NobelBiz

JULY 31, 2023

Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.

Wait times 52

Wait times Telecommunications Call Center CRM 52

SmartKarrot

DECEMBER 14, 2021

Collaborate with Sales, Customer Account Management and others to refine and deliver an exceptional customer experience. Hire, develop and mentor team members, building a customer-centric culture that owns and solves complex technical challenges for Logi’s most innovative and active customers.

Customer centricity 19

Customer centricity Morale Consulting Consulting 19

CSM Magazine

OCTOBER 15, 2018

Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’). This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. Ways to build effectiveness using WFM.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

AUGUST 29, 2019

Replacing hold-time with a call-back is a no-brainer: It eliminates something that customers universally dislike, while lowering abandon rates. It has added side of improving agent morale, because callers that have not waited on hold are often more agreeable when they reach an agent.”. Learn more about Shai and Fonolo here and here.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Netomi

JANUARY 5, 2022

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

SEPTEMBER 24, 2020

Not just that, it gives birth to a rather satisfying customer experience, increases customer loyalty, and ultimately drives increased profitability. Ultimately, low work satisfaction and overall low employee morale can negatively affect company operations greatly, causing dissatisfied customers.

Employee engagement 10

Employee engagement Best practices Morale Surveys 10

Customer Guru

MARCH 5, 2018

Mr. Zenger is the CEO and Mr. Folkman is the President of Zenger Folkman, a leadership development consultancy. This article reinforced my perspective that the more women we have heading customer experience initiatives, the more customers would benefit. Customer dynamics and expectations are also changing constantly.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

CrazyCall

APRIL 16, 2019

I know that there is a stigma around the topic of call scripts , but let me tell you – there is no better way to semi-passively even the calls quality that your call center consultants make than with the usage of call scripts. To make sure your call center consultants follow-through the QA process make it an integral part of their work.

Best practices 70

Best practices Call Center Scripts Metrics 70

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Silver Bullets.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

PeopleMetrics

JUNE 8, 2020

Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Conclusion. Set up a recognition program today!

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

ClearAction

DECEMBER 31, 2017

By reducing time to resolve issues by 89% for more than 130,000 customers, this company was establishing “customer experience annuities”: redirecting precious resources (budget, time, morale, goodwill) from what otherwise was a never-ending hamster wheel of costs to higher-value investments. What is Customer-Centricity DNA? (4-point

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

Comm100

FEBRUARY 20, 2018

And, happier agents have a better overall workplace morale, which translates into the quality of customer service. As the report says, “Agents, quite simply, are the gateway to a productive, customer-centric experience.”. Value in Customer Satisfaction. What is the tracking number for my order?

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Fenero

SEPTEMBER 15, 2018

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. This not only destroys the agent's soul but also customer satisfaction. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc. that are customer-centric and employee focused.

Call Center 8

Call Center Morale Automotive Metrics 8