Tethr
OCTOBER 10, 2018
What company today doesn’t profess to be “customer-centric?” When I ask leaders what they mean by being “customer-centric,” they typically tell me that it means putting the customer’s interests first—the belief being that the best way to generate value for the enterprise is to first deliver value to the customer.
Satrix Solutions
JANUARY 29, 2021
I often call this where the rubber meets the road in customer experience programs. Organizations are often so focused on key performance indicators like Net Promoter Score , C-SAT, or Customer Effort Score that they tend to overlook the feedback gathered and the tremendous value that is created when the organization properly closes the loop.
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Tethr
JULY 21, 2020
Based on the Tethr Effort Index, AIS is a machine learning-based score that isolates the specific variables attributable to an agent within an interaction with a customer. With AIS, every customer interaction – 100 percent of them – receives a separate, objective score with no bias. AIS represents a new way forward.
Call Experts
JULY 27, 2023
From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.
NobelBiz
JUNE 19, 2023
They can step in to offer guidance, suggest alternative approaches, or address any customer concerns, ensuring agents receive real-time support to handle complex situations effectively. Adherence to Processes Real-time monitoring helps supervisors ensure agents adhere to processes, scripts, and compliance guidelines.
Global Response
MARCH 27, 2023
In many cases, your customer service agents or other customer-facing employees have a good idea of what customers need and want—they speak with them all day, every day, after all. Customer profiling and customer journey mapping can both be helpful tools to help understand your customers, both collectively and individually.
Pointillist
SEPTEMBER 28, 2021
Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.
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