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Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver


The post Quality Management should not be seen as a tick box exercise, but rather as a CX value driver appeared first on Business Process Outsourcing Services | Merchants CX SA.

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The Critical Steps to Ensure Your Program Is Not Seen As Something Soft and Fluffy

Beyond Philosophy

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.


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How to Make Vision Writing Your Next Team Building Exercise

Toister Performance Solutions

They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision. I've heard from quite a few Customer Service Tip of the Week subscribers lately who are trying to create team cohesion and motivate a group of employees.

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How to Avoid Roadblocks to Great Customer Service


This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary. Some answers will be major “aha!”

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Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. Emotional Intelligence provides a framework for understanding and managing human emotions. Learn how to name emotions instantly with a practical emotional model.

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How to integrate Customer behavior into your journey maps to gain ROI

Beyond Philosophy

Journey Maps can be useless exercises. 37:00 We share our final tips and key takeaways from this exercise and how it should help you have a more complete picture of the customer journey. __ Did you know we have a YouTube Channel too? That’s right…we said it. Check it out here. Connect with Colin on LinkedIn HERE.

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Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes.