Beyond Philosophy

MARCH 7, 2024

We determined that instead of the coverage area, the mobile company’s money was better spent on simplifying customers’ billing experience and increasing bill delivery timeliness. We also addressed customer communications regarding wait times and overhauled how they handled their retail staff’s presentation.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Lumoa

FEBRUARY 9, 2023

Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

JustCall

MARCH 6, 2023

To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner. Call monitoring and evaluation: Regularly monitoring and evaluating agent performance can help identify areas for improvement and provide constructive feedback.

Coaching 52

Coaching Call Center Scripts Construction 52

Comm100

NOVEMBER 8, 2017

Part of the willingness to learn and adapt involves being able to read manuals, guidelines, and ask superiors whenever they are unsure, instead of giving a customer wrong or uncertain information. It also involves being able to receive feedback, and not taking any constructive criticism from supervisors personally.

Customer Service 59

Customer Service Average Handle Time Benchmark Personalization 59