CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. So if keeping a schedule is relevant and a common challenge, the team members might explain what they see is the most helpful way for their boss to hold them accountable and help them succeed.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Blueship Call Center

SEPTEMBER 26, 2023

Small body of information Queries should not typically take the form of calls when they are received by customer care outsourcing companies. Customer churn Customers often look for alternatives when they are dissatisfied with the calibre of services. It may be done by SMS, social media, and tickets.

outsourcing 70

outsourcing Call Center Calibration Contact Center 70

Blueship Call Center

NOVEMBER 28, 2023

It would be preferable to outsource customer care services to a business process outsourcing company that has demonstrated experience and proficiency in the type of campaign you wish to launch. Improved Response Rates The experience of your customers has a direct bearing on how successful an email support campaign is.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

SharpenCX

JANUARY 26, 2021

Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together. FedEx staffs a separate Twitter account, called “FedEx Help ,” with customer care agents. He didn’t have to repeat the personal information he already punched in on the IVR.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Back Office Centers

JULY 6, 2023

Without assistance from your back office support personnel, your sales and customer care team would not be able to be successful. Accounting and Bookkeeping Let’s face it, not many business owners are adept at handling complex calculations like taxes or cost tracking. Behind the scenes, back office help is used.

outsourcing 58

outsourcing Customer Experience Calibration Sales 58

BlueOcean

JANUARY 27, 2020

Protecting your relationship against this before you even sign on will take some careful observation and questioning. How often are reviews or calibration calls? How much access will you have to senior management once you have an assigned account manager? Who’s involved in those conversations? Got 15 minutes?

outsourcing 71

outsourcing Contact Center Calibration Personalization 71

Connecting the Dots

SEPTEMBER 7, 2020

If the customer took a survey, how would they rate the call? – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. The post Treating employees as customers appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 62

Surveys Education Calibration Contact Center 62