2007, Customer Care, Metrics and Technical Support

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2007

Customer Care

Metrics

Technical Support

How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

APRIL 17, 2018

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. When a customer is emotionally positive about a brand or service, they are likely to invest more of their money into it. How do we then collect metrics on customer experience? Connect: LinkedIn | Twitter.

Contact Center

Contact Center Metrics Customer Experience Technical Support

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience

Customer Experience Customer Service Consulting Consulting

Customer Contact Central

How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Top 51 Customer Service Leaders – Best Customer Experience Influencers

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