Connecting the Dots
APRIL 16, 2021
1] Goodman, Demirasi, Hollmann, “Factors Leading to an Impactful Voice of the Customer Process”, Call Center Pipeline, October 2019. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).
NobelBiz
AUGUST 28, 2023
The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here. Improved customer loyalty and retention.
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Enghouse Interactive
SEPTEMBER 23, 2020
Of the three components making up a customer experience, considerable progress has been made regarding success/outcomes and reducing customer effort getting there. How customers feel. Martin Hill-Wilson, Brainfood Consulting. Martin was CEO of one of the first BPOs and CX consultancies in the UK.
ChurnZero
APRIL 22, 2022
Automation keeps the machine running—scheduling meetings, sending emails, and monitoring performance—so we have the headspace to be more creative in our thinking and consultative in our approach. Be at your customer’s side with In-App Communications. Reassurance is an especially effective motivator when trying something new.
TechSee
SEPTEMBER 9, 2020
They begin a long, frustrating dialogue that creates high customer effort , a poor tenant experience and high labor intensity. The answer is through live consultation with a remote expert, supervisor or a colleague. To learn more, watch this on-demand webinar. They’re flying blind. The Knowledge Gap.
ChurnZero
MAY 22, 2024
Voice of the Customer (VoC) surveys are utilized to gather regular customer feedback in an actionable manner. They include NPS, Customer Effort Score (CES), Customer Satisfaction (CSAT) , churn reasons, as well as product-based and other open-ended feedback. And, if you ask me, it’s fascinating. Find it here.
TechSee
JULY 14, 2021
Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. John Caroll , CEO at Service Council, an industry leader in customer service. The panel included: Erik Sheehan , Executive Director of Technology, Systems and Strategy at Verizon.
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