CX Journey

JANUARY 8, 2016

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. So how do we tie this story to customer experience?

Benchmark 37

Benchmark Metrics Morale Banking 37

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Russel Lolacher

OCTOBER 24, 2022

Author of FOUR books on getting customer experience right. And he’s been on tons of “best of” and “Top insert number” lists for customer service. He’s an instructor for LinkedIn Learning, supporting training and employee development, and more author of count them 1234 books on getting customer experience, right.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52