Serenova

APRIL 16, 2019

That’s why I’ve found mentorship to be one of the most valuable tools in my personal leadership toolkit. For example, one of my mentors is a chief operating officer. Because he works outside the contact center, he offers a different point of view than the one I have from my contact center vantage point.

Contact Center 40

Contact Center Chief Customer Officer Finance Personalization 40

JM Robbins & Associates

SEPTEMBER 8, 2018

During the past few months, your contact center has made significant strides in improving customer satisfaction, increasing employee engagement, and delivering on your key performance indicators. When this happened in one of my contact centers, we realized that we had a major problem. You had no idea.

Contact Center 48

Contact Center Chief Customer Officer Employee engagement Customer Experience 48

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Altivon

MAY 31, 2020

Our Chief Customer Officer Frank Tersigni recently visited with Jim Burton on the BC Strategies podcast. If you harness the full potential, your contact center solution will soar. Cloud contact centers flex to meet customer demand. Hyper Personalization Drives Better Customer Experience.

Chief Customer Officer 52

Chief Customer Officer Cloud contact contact center solutions Contact Center 52

Toister Performance Solutions

JANUARY 20, 2022

More companies are adding a Chief Customer Officer (CCO). Customer experience pioneer and bestselling author, Jeanne Bliss , literally wrote the book on this topic. The book, Chief Customer Officer 2.0 , spells out in great detail the role of the CCO. What does a Chief Customer Officer do?

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

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. However it is achieved they need to demonstrate to everyone in the organization that it is their personal priority – and therefore should be theirs too. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

Spearline

NOVEMBER 5, 2020

In a recent interview with Moshe Beauford, technology journalist for UCToday, Dan Hayes, Spearline’s Chief Customer Officer, got the chance to answer some pivotal questions about the challenges telecoms providers have faced during the novel Coronavirus. This is one of the more interesting areas to observe.

Telecommunications 95

Telecommunications Chief Customer Officer voip Enterprise 95

Altivon

JUNE 7, 2020

Like all other businesses, our customers across North America had to react swiftly in March to safeguard employees. They sent home everyone they could including contact center agents. We geared up to help ensure continuity for contact center and similar customer-facing operations.

Contact Center 52

Contact Center Chief Customer Officer Contact center software Morale 52

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

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Altivon

JANUARY 16, 2018

Companies everywhere have been schooled by the likes of Starbucks and Amazon, which have radically improved customer experience and dramatically benefited financially as a consequence. Many are reorganizing and redefining their operations, including the contact center. The vast majority of customers today are connected.

Agent Empowerment 45

Agent Empowerment Chief Customer Officer Self service Government 45

Toister Performance Solutions

OCTOBER 26, 2017

Contact center leaders are constantly trying to improve agent performance. I reached out to 11 contact center leaders and asked them to share a favorite technique they've used to improve agent performance in some way. Chief Customer Office, SalesLoft. Some solutions are costly. Greg Collins.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

CSM Magazine

AUGUST 22, 2019

Deliver Seamless Omnichannel Support, Anytime, Anywhere: Map your key points of interaction, break into new social and digital touchpoints, synchronize channels to capture the entire customer journey and personalize each experience. See the full timed agenda for the Customer Service Summit here! VP, Returns, Walmart.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

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

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience.

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

DMG Consulting

DECEMBER 7, 2021

Contact Center Transformation: The Next Act. The contact center world is in the early days of a true metamorphosis, one that is going to impact all aspects of these service departments: people, process and technology. It’s Time to Transform. It’s Time to Transform. if they need to escalate to a live agent).

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

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

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? What are the KPIs that customers are focusing on today?

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? What are the KPIs that customers are focusing on today?

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Contact Center Pipeline

JANUARY 31, 2023

Our Advisory Board offers their insights on trends we should expect to see for our centers throughout this new year. Our top 5 posts for January are set to start us off on the right foot for 2023. Meanwhile, Vasili guides us through finding the right balance of AI and human capabilities for the best […]

Chief Customer Officer 37

Chief Customer Officer Personalization Cloud contact Contact Center 37

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Dione Hedgpeth – Chief Customer Officer, Sumo Logic.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Talkdesk

FEBRUARY 5, 2021

As associates have adapted, their roles and responsibilities have merged with the traditional roles of contact center agents. As a result, contact centers have emerged as a critical engagement channel in the customer journey. They also enable customers with a seamless omnichannel experience. “Who’s who?”.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Netomi

JANUARY 5, 2022

LinkedIn: David Avrin – Customer Experience Keynote Speaker and Consultant – Visibility International, LLC. Through her expertise and personal approach, Denise has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. There’s a lot of contact center folks in there. I love that answer. Such a great point.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. There’s a lot of contact center folks in there. I love that answer. Such a great point.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Eptica

MAY 27, 2016

Senior managers, including the CEO, are much more involved in the customer experience , understanding the importance of service to differentiate their company and offering in the marketplace. Programs can be led directly by the CEO or through a Chief Customer Officer with high level responsibility for their impact.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 49

Solvvy

JUNE 12, 2018

Transform Your Customer Experience into Connected Omnichannel Journeys. George Despinic , Senior Product Marketing Manager for Contact Centers, Mitel. The modern customer journey is more complex and less predictable than ever. Today’s Connected Customers: Deliver Personalized Service Across Channels.

Chief Customer Officer 48

Chief Customer Officer Consulting Consulting Contact Center 48

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. Personalization and permissions. This might include adding more content, additional languages, or even new sites.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. A positive customer experience makes way for more loyal customers, and more dollars spent.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

Netomi

APRIL 7, 2023

With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52