CX Global Media

JULY 9, 2019

Chief Customer Officer, FrontSpin. Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%. During his career he has managed over 20 million incoming phone calls. Contact Center Virtual Summit LinkedIn Page.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Vcaretec

JUNE 6, 2022

As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers. Connect: @cx_jodi Jeanne Bliss Bio: Jeanne has led Customer Experience for five major U.S.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. It seems like customers have a voice louder than ever before.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Fonolo

APRIL 12, 2018

This book proposes a different approach that transforms customer support from a required, yet often neglected department, to one that can generate recurring business. 5) Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. What happens when call volume gets out of control?

Customer Experience 57

Customer Experience Chief Customer Officer Average Handle Time Call Center 57

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. Intercom’s blog is fundamental reading if you’re keen to learn about building customer relationships, creating trust, and nurturing a healthy help center. On the agenda? The takeaway?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Example, if you are looking to improve the quality of your customer experiences find a way to demonstrate what that looks and sounds like. I’ve done this by having my team listen to and audit my calls or listen in on escalations that I took over. Call Center Manager, CCI Systems.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. The field of customer success is growing; you’ll have to iterate to stay on top. The winds have changed, said Gotlieb.

Chief Customer Officer 72

Chief Customer Officer call center software Benchmark Upselling 72

Netomi

FEBRUARY 28, 2022

As part of her previous role with NH Hotel Group, she was responsible for the design, implementation and consolidation of a corporate training program for all Call centers (the program has been the top-rated in the company’s history). Anastasia Zdoroviak – Director Customer Experience, DoorDash. Connect with Amanda.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., Customer Service Leaders: Marsha Collier. Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Netomi

APRIL 7, 2023

They have even been known to Facetime and video conference with customers to show off Bark’s super dong friendly office – with tons of four-legged friends walking around. “We We see ourselves much more than a customer support team because we’re hoping to deliver an experience through personal connections with customers.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52