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How to Measure and Improve Your NPS Score with Agent Engagement

SharpenCX

There are dozens of ways to measure your customers’ satisfaction. Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers. But, one metric steps beyond just measuring satisfaction.

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7 Overlooked Support Skills when Dealing with Customers

Nicereply

As a leader, coaching people to speak up and then acting on what they say will give them confidence in their skills to help your customers thrive. ” Customer advocacy means ensuring that you are there for the customer at each step, from initial contact to ticket resolution and beyond. Staying Mentally Strong.

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Building a Successful Customer Experience Strategy

GetFeedback

As previously mentioned, customer service is a key aspect of customer experience, so organizations will often review email and phone communications with customers. To go beyond this, consider tracking long-term employee development through training sessions, coaching, and performance meetings. About the guest author.

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Customer Experience Influencers You Must Follow – Part 2

Customer Guru

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

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Celebrating the Successes and Achievements of Calabrio Customers

Calabrio

Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.” Runner Up – Bluegrass Cellular.

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Interview with CX Ambassador Myshka Sansoin

GetFeedback

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . As for me, my employees are my customers.

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How To Preserve Your Contact Center QM Budget

Playvox

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task.