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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

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Unlocking the Value of Customer Experience: A Guide to Measuring CX ROI

NobelBiz

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

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How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences. of their revenue due to bad experiences.

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7 Characteristics of Customer Advocacy: A Self-Assessment

Brad Cleveland Blog

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment.

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Customer Advocacy: The Secret Sauce

Brad Cleveland Blog

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded.

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Refocus on Customer Advocacy?

Brad Cleveland Blog

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. appeared first on Brad Cleveland.

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30+ Contact Center Metrics to Measure Your Business Success

JustCall

Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed.