Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Clearly, not all Quality Management programs are created equal. How much better is that!?

Quality management 61

Quality management Management Coaching Calibration 61

CSM Magazine

OCTOBER 10, 2023

While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. About the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

APRIL 25, 2023

Embrace Brand Guardianship Competition is now fiercer than ever so encourage agents to become true brand guardians, taking the lead in influencing brand perception and sharing CX best-practice across the whole organisation.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

Customer Centric Support

SEPTEMBER 1, 2016

Your objectives in a contact center are such that everyone should be working together to achieve and win – ultimately helping the customer to win. As Petra Coaching says, “A players will not play with C players for long.” 3 – Polarizing Quality Management. Return To Customer Centric Support.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 48

Callminer

FEBRUARY 21, 2018

Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. Others may baulk at the inordinate amount of time or effort to manage the process as well. The number one mistake is…”. Formalize your QA process.

call center software 210

call center software Call Center Contact Center Analytics 210

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. What Is Customer Sentiment Analysis? Are these the words of happy customers? Apply the insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93