CX Journey
JULY 10, 2014
What is big data? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Data must be synthesized. big data customer experience data voice of customer'
GetFeedback
SEPTEMBER 6, 2018
And when customers are happy, employees are happy. How employee engagement and satisfaction impact end customers. Consider data from of the top industry leaders in employee experience: Starbucks. 87% of customers’ affinity toward Starbucks is because of the way the company treats its employees.
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ClearAction
JUNE 8, 2015
Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie. Originally published on IBM Big Data & Analytics Hub. Employee Engagement: Living Your Brand Promise. Executing a Clever Playbook.
Branch Mesenger
MAY 2, 2018
In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. Using Big Data to Make Leadership Advances in the Workplace. They were absolutely spot on.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. FCR is the Most Important Metric. Keeping employees motivated is a challenge in every industry. The Value of Metrics.
Natalie Petouhof
FEBRUARY 28, 2016
Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. Is the performance of employees consistent across time? Why Is It Important to Balance Cost, Quality and Customer Service?
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture.
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