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When to Call a Contact Center Consultant…

CCNG

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas.

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Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? Employee Engagement: The Domino Effect on Customers.

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Is Customer Experience Really The New Marketing? Join The debate!

Beyond Philosophy

Sherman, a director of Customer Experience and employee engagement at a global organization by day and the founder of DoingCXRight.com by night, says that Customer Experience is the new marketing, replacing and usurping it. We also understand that the two departments have many shared goals and metrics that measure their success.

Marketing 273
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Amazing Business Radio: Vibhas Ratanjee

ShepHyken

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.

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8 Customer Experience Metric Silos Mask Momentum

ClearAction

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s because what gets measured gets managed.

Metrics 67
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The New Essential Business Skill: Storytelling

Beyond Philosophy

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. How Storytelling Creates Engaged Employees. This is important because employee engagement overall is abysmal.

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Benefits of a Balanced Scorecard for Performance Management 

COPC

You may also like the following: Developing a Strategic Vendor Management Framework The top six benefits of creating and deploying a balanced scorecard for performance management: Increase Employee Engagement Qualitative and well-designed balanced scorecards are an effective tool to improve employee engagement indirectly.