Balto

JANUARY 6, 2025

Dynamic Prompts: Assist your agents during make-or-break moments with timely responses and questions to improve their performance and improve customer satisfaction. Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 5, 2025

Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025. What is Customer Experience Analytics? With CX analytics, you create offers tailored to customer preferences, increasing conversions and driving higher sales performance.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Tethr

OCTOBER 23, 2018

In the first post in this series , I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.”. Listening organizations don’t ask for these sorts of things.

Agent Empowerment 48

Agent Empowerment Scripts Customer centricity Enterprise 48

Balto

JANUARY 18, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Flip the script. Theyre the safeguard between good enough and exceptional.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Flip the script. Theyre the safeguard between good enough and exceptional.

Best practices 52

Best practices Call Center Metrics Management 52

Talkdesk

MARCH 2, 2018

By succumbing to some common challenges, today’s organizations turn the already difficult task of agent performance into an utterly impossible one. They may appreciate the qualitative idea of customer centricity, but they require a quantitative structure to guide their behavior. Agent empowerment is the key to performance.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Balto

AUGUST 23, 2024

Dynamic Prompts: Assist your agents during make-or-break moments with timely responses and questions to improve their performance and improve customer satisfaction. Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights.

Call Center 52

Call Center Coaching Surveys Contact Center 52