Outsource Consultants
APRIL 11, 2023
Part of working in the call center industry is being up-to-date on new technology that improves customer service. Some disruptions to KPIs are expected when making large changes to call center processes, but the right coaching can help to mitigate them. These feelings are compounded when your staff also needs to troubleshoot new bugs.
Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.
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CX Journey
MARCH 21, 2018
By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.
CX Accelerator
DECEMBER 31, 2018
We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? "Hey, get back to work!
Global Response
MARCH 27, 2024
Start with a customer journey map to understand the different touchpoints in which customers interact with your business. Balance automation with human touch When it makes sense, use technology to automate customer service and improve care. Practice with technology. Understand customer needs and expectations.
Robert Davis
OCTOBER 12, 2017
Technology is changing the way we interact with customers at a fierce pace. Big data allows us to ingest more information from more sources, allowing for customer journey maps and more robust data to present to contact center leaders and front-line support. Are they observing and coaching? But what about your people?
CSM Magazine
JULY 7, 2022
In doing so, brands can facilitate a single streamlined experience that creates greater consistency and efficiency in each interaction across every business segment, function, and technology interface. Going after the lasted technology alone can’t solve your experience problems if you don’t know what those problems are in the first place.
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