CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? This became a powerful tool for those leaders who followed the charter going forward.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there. 93%) Personalizing the customer service they offer them. (90%)

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

SharpenCX

JANUARY 26, 2021

Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. The 5 Customer Service Best Practices FedEx Uses to Score the Highest Satisfaction Ratings in Their Industry. Use data to personalize the customer experience.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

CSM Magazine

JANUARY 16, 2023

At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. There will be no person to call for help. The customer experience that chatbots delivered was deemed too poor for them to be so integral in delivering a good, let alone great, customer experience.

Airlines 52

Airlines Chatbots Calibration Self service 52

BlueOcean

JANUARY 27, 2020

In the same way that there are specific personality types – and recommended “matches” between those types (New biz idea … Tinder for Outsourcing. But at the end of the day, it’s only as insightful as looking through someone’s profile on *that* dating app to get a sense of their personality. How often are reviews or calibration calls?

outsourcing 71

outsourcing Contact Center Calibration Personalization 71

Nicereply

JUNE 8, 2021

Use your empathy skills to gauge how the customer is feeling and calibrate your response to their problem. This is a good question to use when a customer is complaining about your product or service, potentially in public such as a forum or on social media. Customer Service Phrases to Use in 2021.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Back Office Centers

JULY 6, 2023

Without assistance from your back office support personnel, your sales and customer care team would not be able to be successful. Consequently, you may reduce spending without compromising the calibre of your back office service. This is so that they can engage with clients, bring in sales, and make money.

outsourcing 58

outsourcing Customer Experience Calibration Sales 58