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. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Adrian Travis.

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. It is our job to fight for what is right for our team members, and to manage costs appropriately. Focus on behaviors.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. It’s something that we are proud of.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. It’s something that we are proud of.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

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