Beyond Philosophy

JULY 13, 2023

It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. Social media Data support Ticket data Customer satisfaction metrics. Now let me take a step back. Click here !

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

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. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers.

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

Clarabridge

SEPTEMBER 21, 2017

NONE of these metrics instils a ‘customer experience’ mind-set. Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR).

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

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