Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. The future of the feedback analysis - text and voice analytics. So, companies need to be smarter about how to collect feedback.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

JustCall

NOVEMBER 25, 2022

Personalized feedback is given to help each person enhance their strengths and address their weaknesses. Make data-driven decisions about your plan, learn about your competitors, comprehend how the industry is changing, and use customer feedback in your marketing and content. Gong’s pricing is not disclosed to the general public.

Real estate 52

Real estate CRM Coaching Contact Center 52

CX Journey

DECEMBER 8, 2015

3) Measuring and Leveraging Customer Feedback : MBUSA was quick to acknowledge that they lacked the core competency of effectively leveraging customer feedback in real-time. They want to not only be best in automotive but to also be among the “best-of-the-best” customer experience providers irrespective of industry.

Automotive 37

Automotive Journey mapping Customer centricity Sales 37

Fenero

SEPTEMBER 15, 2018

Focus on Metrics that Drive Positive Agent Experience. Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc. Perpetuate Cross-Functional Feedback Systems.

Call Center 13

Call Center Morale virtual call center Metrics 13

AWS Machine Learning

MARCH 15, 2024

As always, AWS welcomes your feedback. Tamer Sherif is a Principal Solutions Architect at AWS, with a diverse background in the technology and enterprise consulting services realm, spanning over 17 years as a Solutions Architect. Please leave your thoughts and questions in the comments section.

Healthcare 104

Healthcare Big data Engineering Accountability 104

Fenero

JANUARY 20, 2019

Focus on Metrics that Drive Positive Agent Experience. Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc.

Call Center 8

Call Center Morale Automotive Metrics 8

Fenero

MARCH 31, 2019

This expectation can be measured with metrics such as Service Level, First Call Resolution (FCR) and Customer Satisfaction scores, as well as through IVR or surveys, either by e-mail or a third-party after an interaction.

Customer Experience 9

Customer Experience Management First call resolution Automotive 9