Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. Goldstein has hit on a key point about customer experience. Digital technology can enhance the customer experience.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. If it is at the end, then that tells me a lot.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Balto

NOVEMBER 28, 2023

Introduction to Call Center Quality Management Defining Quality Management in Call Centers Call center quality management comprises the processes and practices that involve monitoring and evaluating call center agent performance for the purpose of improving it to ultimately enhance the overall customer experience.

Quality management 52

Quality management Call Center Management Contact Center 52