Beyond Philosophy

MAY 23, 2024

He shares his thoughts on Quality Assurance and the problems organizations have regarding this area. You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Quality Assurance data tends to be rationally oriented.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Callminer

FEBRUARY 21, 2018

Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. The number one mistake is…”.

call center software 210

call center software Call Center Contact Center Analytics 210

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Zoom International

NOVEMBER 7, 2018

The research is clear: Leading NPS® scores correlate to customer loyalty, referrals , growth and revenue. Bank Promoters gave their primary banks almost 45% more in deposits , bought 25% more products, and provided 7 times as many positive referrals as Detractors. One Simple Question, One Simple Measure: Net Promoter Score®.

Contact Center 40

Contact Center Banking Surveys Metrics 40