NICE inContact

JANUARY 13, 2020

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. Where do you spend? Where do you cut?

Calibration 62

Calibration Customer Experience Best practices Contact Center 62

Myra Golden Media

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. Develop Calibration Strategy. Develop Standards and Objectives for Customer Experience. Know that developing standards and objectives will be a lengthy, challenging exercise. Develop Calibration Strategy. Design Coaching Strategy.

Calibration 153

Calibration Coaching Morale Feedback 153

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Etech GS

APRIL 1, 2019

Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. Allow the agent to own the solution.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

The Petrova Experience

JULY 15, 2021

In other words, your employees can focus entirely on the customer when they are happy. This is why we talk so much about employee experience as a first step in any customer experience project. Or even better, ASK your employees what they can do in their day-to-day interactions to express CARING to your customers.

Customer centricity 52

Customer centricity Calibration Feedback Technology 52