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From Chaos to Excellence: Lessons from Two Decades of Contact Center Transformations: How to Avoid your Service Transformation Going Off the Rails

CCNG

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. How do you protect your service organisation from the possible pitfalls of transformation?

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What Is CSAT and How Can It Help You Improve Satisfaction?

Totango

Totango’s Spark platform allows you to set up automatically triggered workflows called SuccessPlays which can be used to automate the process of gathering CSAT data from key points in your customer’s journey. A variation of this strategy is reaching out to customers and asking for case studies.

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“The Future is Now” as Generative AI Expert Nina Schick is Confirmed for Sabio Group’s Disrupt Event

CSM Magazine

On Sabio’s Disrupt, she said: “Events like Disrupt spark thought-provoking dialogue and are key as we shape the ethical development of world-changing technologies such as AI. Her media appearances include CNN, BBC, Bloomberg, and CNBC. To register and save your space at Disrupt 2024, visit the event website.

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Customer Success and Marketing: How These Teams Collaborate

Totango

They can use case studies, testimonials, and other feedback provided by the CS team to boost reputability—positive customer reviews will always be more persuasive to new customers than anything that comes directly from your team. Identify candidates for case studies, testimonials, press releases and more.

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The Future of Remote Agent Call Centers

Outsource Consultants

Many productivity studies were launched early in 2020, sparked by the remote shift, so preliminary results run the spectrum of outcomes: A Stanford study of 16,000 workers saw a productivity increase of 16%. Better Performance. Across training environments, where hands-on training may be preferred.

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Customer Service Training: 12 Things to Keep in Mind When Training Newbies

Nicereply

It’s a spark created by an extraordinary customer service culture. Real-life case studies : Craft a case study based on a challenging customer situation your team has faced before. In those conversations, something magical happens.

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In case you need more convincing, here are 4 reasons to use AI in your VoC programs

Tethr

An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and innovation. The post In case you need more convincing, here are 4 reasons to use AI in your VoC programs appeared first on Tethr. AI gives your voice of the customer programs the edge they need to make measurable change.