Callminer

FEBRUARY 4, 2021

Call analytics can often identify keywords and phrases that a customer may use when they are vulnerable so that agents know what to look out for and when to be on the alert when they hear the customers use certain keywords. To address the growing vulnerability in call center customer bases…”. Adrian Travis. Nika Filipkova.

Call Center 345

Call Center Contact Center Finance Consulting 345

Contact Center Geek

MARCH 7, 2018

In her book, Chief Customer Officer 2.0 , Jeanne Bliss, wrote about the five competencies for customer-driven growth (see also [link] ). What to do instead Focus on behaviors and provide feedback. Use AHT data to tell you where to examine your coaching, processes, and training. Same thing goes for Adherence.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56