Sun.Jan 12, 2020

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Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

Callminer

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what managers should be doing about it.

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How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

Steps to dentifying the weaknesses in your customer journey that, if improved, will lead to improved customer satisfaction and better business performance. .

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Customer Service – The Social Way

NICE inContact

Customer service is changing rapidly and fundamentally. In their private life, Millennials and Gen Z have long since abandoned outdated ways of communicating with each other – today, “the screen” is the place to be (and interact), whether it’s Facebook, WhatsApp, Twitter or any other social network. Social media is literally revolutionizing the way people live and interact – as per October 2019, there were over 3.7 billion active social media users worldwide.

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How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. Briefly, the argument is that leading CX brands outperform laggards by a lot.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Minneapolis Saint Paul Business Journal Honors Calabrio CFO — Jenny Kray

Calabrio

It came as no surprise to me when the Minneapolis Saint Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! That’s because—in only two years—Jenny has been a driving force behind several massive initiatives that have helped mold Calabrio into the leading workforce optimization (WFO) software company it is today.

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