Taylor Reach Group

AUGUST 26, 2020

The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency). A common error and observation in these exercise is to only focus on live contacts. IVR is part of the customer experience and the overall FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Data analytics in call centers goes beyond merely collecting data.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

DMG Consulting

AUGUST 10, 2023

Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session. The post Real-Time Guidance Is Key to a Great Service Experience appeared first on DMG Consulting.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Peter Lavers

NOVEMBER 14, 2017

So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. These included data, analytics & statistical modelling teams (who would now be called Data Science). So, let me share those discussions and challenges with you.

Analytics 100

Analytics Banking Consulting Consulting 100

CX Journey

JANUARY 17, 2018

In either training or coaching, the need to "know your stakeholders" is a common one. Plus, it’s not enough for insight or analytics leaders to generate insights , they need to be able to act on them. Leaders (including data/analytics/insight leaders) will easily recall others they work with often.

Analytics 51

Analytics Coaching Management Consulting 51

CX Journey

NOVEMBER 12, 2015

Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience. I felt challenged to use personal stories more, and service tales are a great way for us insight professionals to bring to life research or analytics findings through the eyes of one customer.

Gamification 63

Gamification Airlines Construction Coaching 63