Customer centricity Customer effort Employee engagement Surveys 
Win the Customer
DECEMBER 11, 2023
Senior service managers need to track NPS regularly, diving deep into segmented data to comprehend varying experiences among different customer demographics. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.
CSM Magazine
OCTOBER 17, 2023
Calabrio’s latest survey reveals that UK contact centres are leading the way in having a hybrid workforce (72%) while the same majority believes remote-working is having a positive impact on the customer experience (CX). Calabrio is a trusted ally to leading brands.
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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.
delighted
MARCH 15, 2019
A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience.
Transparent BPO
AUGUST 5, 2019
Gofourth’s team worked with an outsourced consulting firm and looked at 27 best practice competencies design to lower customer effort and increase customer experience. When surveyed regarding issue resolution, customers gave the contact center a greater than 90 percent satisfaction rating.
Etech GS
APRIL 30, 2019
Most businesses understand what’s at stake each time a customer needs to reach out, so what’s being done to ensure more positive experiences? While CSAT scores and KPIs still rule for some companies, others are taking a more customer-centric approach that has managed to completely alter the landscape of what contact centers could be.
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.
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