Beyond Philosophy
JULY 13, 2021
Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. For example, if you outsource the call center, the experience there should be as good as your company-owned call center.
Voxjar
JUNE 8, 2021
Your search for the best quality assurance software for your call center can get overwhelming, fast. While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision.
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Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. For example, often, the call center environment has a measure called “Average Call-Handling Time.” I wondered how I did that. What measurement is in place?
Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.
Beyond Philosophy
OCTOBER 19, 2016
Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? Since 2002, I have worked with all types of industries. What are the easy things I say have already been done? What is this “next level of Customer Experience?”. Well, I will tell you.
SmartAction
JULY 13, 2018
With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today. SmartAction was recognized by Deloitte as a Tech Fast 500 recipient in 2016.
Customer Relationship Metrics
MAY 8, 2017
Most research projects in call centers use a 5-point scale and often times it’s normalized using a transformation table for comparative purposes. Surveys with more response alternatives are more reliable than those with fewer responses (Scherpenzeel, 2002; Alwin and Krosnick, 1991). Rodgers W.L., Andrews, F.M.
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