Remove Chief Customer Officer Remove Metrics Remove Scripts
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20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

Despite the pandemic, customers have retained the expectation that if they call you, you’ll be there for them. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Nika Filipkova. SupportYourApp.

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Top 30 Customer Service Books Every Team Needs to Read

Comm100

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. We hope these books help you enhance your organization’s customer experience.

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Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

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7 Customer Marketing Strategies to Increase SaaS Retention

ChurnZero

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

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It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?

Comm100

Happier agents are also more productive, which means that they can better achieve contact center metrics. Just remember that if you adopt a Chatbot you’ll have to adjust your metrics a bit, to reflect the time that it takes to solve just complex queries). These costs can then be used to fund other, more important company endeavors.

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Focus on the Frontline: How to Enable Your Team to Do Their Best Work [Webinar Transcript]

Branch Mesenger

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.