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

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. 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