ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

SharpenCX

NOVEMBER 23, 2021

The Key to a Great Customer Experience is Collaboration : Learn from CX Journey CEO Annette Franz on how you can break down silos in your organization to shape a customer-centric culture and deliver great customer experience. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Customer Guru

MARCH 5, 2018

And the fact that women outshone men is EVERY SINGLE of those competencies stands testimony to the idea that customer experience needs more women! This is probably one of the foremost qualities that a customer-centric leader must possess. Customer dynamics and expectations are also changing constantly. Takes Initiatives.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. Annette Franz Follow @annettefranz.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. At Interaction Metrics, we take a smarter approach. The result?

Surveys 62

Surveys Benchmark Feedback Metrics 62

Balto

JANUARY 17, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ClearAction

APRIL 18, 2015

Focus employee metrics more on CX enabling behaviors, less on survey ratings. Related articles: 4 Customer Centric Culture Building Blocks. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customers First, or Employees First ?

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. But that’s not all.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Defining metrics and key performance indicators.

Customer Experience 156

Customer Experience Morale Journey mapping Customer centricity 156

Amity

JANUARY 9, 2019

If a certain customer type struggles to get value from your product or if there are use cases that are stretched to a point of being difficult to achieve then it can create an increase in not only churn but in the cost to serve customers as well. Both of these metrics will hurt the value of your company when trending the wrong way.

Morale 81

Morale Metrics Finance Sales 81

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Customer Relationship Metrics

JULY 27, 2017

Not being open to new thinking is the underlying cause of wasted resources – focusing on the wrong things, creating the need for rework, undermining morale, and the list goes on and on. Voice of the Customer programs that do not go beyond these very simple feedback activities can never be used for performance management. It’s inhumane.

Morale 71

Morale Calibration Contact Center Surveys 71

Integrity Solutions

SEPTEMBER 2, 2021

Customer dissatisfaction can come from many sources, but regardless of what causes it, the impact can be far-reaching and long-lasting for your brand, your revenue goals and your employees’ confidence and morale. Link customer loyalty and employee engagement metrics. It requires continual focus, assessment and learning.

Customer centricity 74

Customer centricity Coaching Sales Employee engagement 74

GetFeedback

JANUARY 27, 2020

Evolve company culture and boost employee morale. . While these vary from company to company, there are five typical areas where VoC programs face challenges along the way: Culture: Companies that are not customer-centric, or don’t put the customer first, are often reluctant to invest in VoC programs.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

Outsource Consultants

JANUARY 9, 2025

In today’s fast-paced world, optimizing these operations is essential for staying competitive and meeting customer expectations. At Outsource Consultants, we’ve seen firsthand how the right strategies can transform contact centers into efficient, customer-centric powerhouses.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Eptica

OCTOBER 9, 2019

This covers understanding and providing the service and experience that consumers and society demand , and can only come from all staff working together, across departments, in a customer-centric culture. Set up recognition programs, with the right metrics, to really increase morale - not just of the winners but of the entire team.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. Next, let’s look at some of the root causes of organizations’ tendencies toward perfunctory service delivery.

Morale 52

Morale Customer centricity Upselling Feedback 52

CrazyCall

APRIL 16, 2019

Call center quality assurance is all about measuring the right metrics with the proper tools to better understand how your call center operates – your agents, namely – and how well are your customers satisfied. Decide on call center quality metrics. You can’t measure everything. That’s quite obvious.

Best practices 70

Best practices Call Center Scripts Customer centricity 70

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Global Response

AUGUST 7, 2023

Some common company values are: integrity customer-centricity dedication sustainability teamwork curiosity Most importantly, your core values should be more than just lip service—they should factor into every other element of your culture.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

ClearAction

NOVEMBER 21, 2015

Lesson for the Future: In the future, companies that manage customer experience in accordance with reality will be the winners, not only in standing out from the crowd, and the corresponding revenue growth, but also in profitability. Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

CrazyCall

JANUARY 14, 2020

But when it gets busy, when inbound contacts surge, customer service teams can be working flat out to keep going and keep delivering great service. Not only does this have a short-term impact on morale and productivity, there is a long-term risk factor companies need to be aware of. Happy customers stay loyal and keep spending.

Management 63

Management Customer Service Morale Contact Center 63

CSM Magazine

OCTOBER 15, 2018

Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’). This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. Metrics that matter. their success.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Comm100

MAY 27, 2024

These scores not only reflect customer perceptions of your brand but also influence retention, loyalty, and advocacy. Enhancing CSAT is critical for any business that values customer-centricity. This comprehensive guide will walk you through creating a detailed CSAT improvement plan to elevate your customer service standards.

Morale 45

Morale Customer centricity Feedback Wait times 45

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Examples of achievements that grew customer trust: 11.

Government 62

Government Enterprise Customer centricity Banking 62

Fonolo

AUGUST 29, 2019

Replacing hold-time with a call-back is a no-brainer: It eliminates something that customers universally dislike, while lowering abandon rates. It has added side of improving agent morale, because callers that have not waited on hold are often more agreeable when they reach an agent.”. Learn more about Shai and Fonolo here and here.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Talkdesk

DECEMBER 18, 2015

As the first line of defense for customers seeking solutions, call center agents often answer for problems that are beyond their control, interact with difficult callers and can bear the brunt of a callers’ frustration with a product or service. Customers are the best judges of the effectiveness of your call center agents.

Call Center 42

Call Center call center software First call resolution Morale 42

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Select VoiceCom Blog

AUGUST 1, 2023

Collecting and reporting customer data and metrics A customer service team can continuously refine processes and provide better customer support by leveraging data. They track customer satisfaction, response times, issue resolution rates, and other relevant metrics.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

aircall

JANUARY 13, 2023

Aircall also offers all its customers access to an ever-expanding ecosystem of essential business tools and integrations, no matter what payment plan you’re on. So you can start boosting team morale, customer satisfaction, and sales numbers from the get-go. . The best part? It comes at no extra charge. . Learn more -> .

Sales 62

Sales CRM Morale Interactive Voice Response 62

JustCall

OCTOBER 25, 2023

For this, brands need to adopt customer-centric processes while empowering their agents to help provide exceptional support and services. Align Questions with Performance Metrics To effectively evaluate agent performance, align your survey questions with specific performance metrics.

Surveys 52

Surveys Best practices Feedback Metrics 52

Real Blue Sky

APRIL 6, 2022

Employees want to work for an organization with a clear mission and customer-centric values. Employee turnover also results in decreased morale and productivity. This loss of knowledge affects the quality of service provided to your customers. clear goals and metrics. They want to feel nurtured and inspired.

Airlines 52

Airlines Morale Customer centricity Customer Experience 52

NobelBiz

JUNE 19, 2023

This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions. Clear Performance Metrics: Establishing clear performance metrics allows supervisors to track and evaluate agent performance in real-time. Consider the following steps: 1.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Method:CRM

SEPTEMBER 7, 2022

Even having one bad day can negatively influence customer perceptions, so make sure that you deliver the best customer experience consistently. Customer satisfaction: An excellent customer experience leads to high customer satisfaction scores. Is there a difference between customer experience and customer service?

Customer Experience 52

Customer Experience Metrics Journey mapping Feedback 52