Customer centricity Customer effort Employee engagement Metrics 
Win the Customer
DECEMBER 11, 2023
Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others. This indicator encapsulates overall customer satisfaction, serving as a compass for understanding the sentiment and loyalty of your customer base.
CSM Magazine
OCTOBER 17, 2023
Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers.
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CSM Magazine
NOVEMBER 14, 2023
Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. Here are a few quick-win ideas to bridge the gap: 1.
GetFeedback
MAY 9, 2019
Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy. First, you need to create a CX metrics program.
Transparent BPO
AUGUST 5, 2019
When we put phone agents in a box, we take away their ability to make good decisions to help the customer in a more natural and dynamic way.” “Handcuffing agents and not allowing them to help customers would further hurt the FCR score and lower trust and confidence even more.”
delighted
MARCH 15, 2019
First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. to surface employee insights and start improving employee engagement.
delighted
MARCH 4, 2020
Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers.
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