Contact Center Geek

MARCH 7, 2018

As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Use metrics and statistics.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Use metrics and statistics.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Clarabridge

MARCH 15, 2017

Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold. Bring your contact center into the CX fold.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer First call resolution 53

Serenova

JUNE 16, 2020

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. Chief customer officers have been laser-focused on analytics.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

Serenova

DECEMBER 4, 2019

Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data. At the same time, it can alert a supervisor about an upset customer.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Eptica

JULY 26, 2017

It could even involve working a shift in-store or in the contact center to get the agent perspective on CX. To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Chief Customer Officer 65

Chief Customer Officer Contact Center Customer retention Surveys 65

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Mary Poppen , Glint, Chief Customer Officer, @Mary__Poppen, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Eptica

JUNE 17, 2016

When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). I recommend agreeing the metrics early and also ensuring that everyone agrees how they will be measured. What can be built on and what new solutions will you have to deploy?

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Chief Customer Officer 40

Chief Customer Officer Contact Center Customer retention Surveys 40

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Chief Customer Officer 40

Chief Customer Officer Contact Center Customer retention Surveys 40

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Companies such as Apple, Samsung, Google and GE are just a few examples of customer-centric business models.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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

Mindtouch

AUGUST 21, 2019

Contact center leadership , such as the Director of Support or Contact Center Manager, responsible for leading and supporting agents, enabling agent productivity , and driving efficiency gains. Agent adoption metrics. Others require third-party tools. Ticket deflection. Organic search traffic and keyword rankings.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Vistio

JANUARY 13, 2022

We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. There’s a lot of contact center folks in there. He’s been in so many contact centers and has seen this happen. What is the base of the network? Such a great point.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. There’s a lot of contact center folks in there. He’s been in so many contact centers and has seen this happen. What is the base of the network? Such a great point.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Why should the customer have to call you back?

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Why should the customer have to call you back?

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Vistio

MAY 28, 2022

Can you tell our listeners a little bit about what are the key elements of setting the correct process specifically contact centers and your service agents to get to the point of delivering an excellent customer experience? Further Reading: The Key to Contact Center Success in 2022: Focus on Process.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Comm100

FEBRUARY 20, 2018

They help customers quickly and easily find the answers to simple queries. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Happier agents are also more productive, which means that they can better achieve contact center metrics.

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50