CSM Magazine

APRIL 25, 2023

So, when an agent does something well such as demonstrating empathy while dealing with an angry customer, instead of regurgitating stale ‘sorry’ excuses, stand up, take notice and say, ‘well done!’ Also, it allows management to show appreciation for an employee’s efforts and highlight how they bring tangible value to the business.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

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

NPS Promoters are so convinced of the validity of the correlation, they freely share their research and annual public benchmarking data. The research is clear: Leading NPS® scores correlate to customer loyalty, referrals , growth and revenue. The lifetime value of ardent Promoters can reach 6 to 14 times more than Detractors.

Contact Center 40

Contact Center Banking Surveys Metrics 40

SmartKarrot

APRIL 23, 2020

There are various other names for customer success manager being used in the industry like Customer Success Engineer, Sales Manager, Customer Success Specialist, others. We notice there is decent overlap with account management, sales and customer support.

Management 10

Management Complaint resolution Customer retention Engineering 10

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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ClearAction

JULY 23, 2023

Customer intelligence managers are assimilating and analyzing patterns in behavioral, sentiment, digital and operational customer data to create models and optimize various aspects of operations and customer engagement. That in itself may be part of your B2B customer experience governance charter.

Government 62

Government B2B Customer Experience Enterprise 62

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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