Consulting Education Metrics 
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas.
Beyond Philosophy
JANUARY 2, 2019
As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Always be educating. Hire consultants to run a workshop. But we can change it.
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Beyond Philosophy
NOVEMBER 9, 2016
This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Getting the outcome you want requires educating people on how to get those results. The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom.
ShepHyken
NOVEMBER 20, 2020
Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Remember that employee education should be an ongoing process to keep service quality high and hit sales goals. Consider having an educational budget to address training needs.
Beyond Philosophy
FEBRUARY 6, 2019
However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. As Customer Experience consultants, we see this all the time. The experts agree.
Beyond Philosophy
JULY 17, 2017
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. But many others look to technology. The post Be Warned!
ShepHyken
SEPTEMBER 7, 2023
Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. These platforms help businesses manage customer relationships, collect customer data, and provide tools for onboarding, analyzing behavior, collecting feedback, and educating customers.
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