Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Moreover, I stayed as long as the call center was open.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Clarabridge

SEPTEMBER 21, 2017

as opposed to emotional success (I got my problem completely sorted) as might be considered by the customer. This is an insurance company delivering a BRANDED contact centre experience with the customer at the very heart of it. The focus on the new upcoming ebook and workshop is IMPLEMENTATION.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management. Resolution: Did the call end up with the customer’s problem resolved?

Quality management 52

Quality management Call Center Management Contact Center 52