Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. Also, include how you want to measure it.
CSM Magazine
DECEMBER 15, 2022
Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). Understand customers’ emotional loyalty.
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Enghouse Interactive
APRIL 30, 2021
The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff?
NobelBiz
AUGUST 3, 2021
CTI: Computer Telephony Integration provides for enhancement and strengthening of client interactions by adding a new dimension to the notion of customer service. These systems may also identify and analyze customer emotions during a call. Hello John, I understand you made a request through the website.”
Playvox
FEBRUARY 1, 2024
The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? Accurate analysis of customer sentiment takes thought and effort. The key is to not rely on one input.
Avaya
JUNE 18, 2018
Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance. A quality management program must have a consistent process of evaluating agent interactions with customers to help ensure a high-quality customer experience.
Natalie Petouhof
MARCH 3, 2016
How Does Nice’s Integration of VOC Affect Quality & Performance Management? Instead you need to listen at key inflection points in the customer lifecycle so that you can understand problems that result in a lower customer satisfaction score and may ultimately lead to customer churn.
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