Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Balto

MARCH 3, 2025

Smart routing systems match customers with the most qualified agents based on their specific needs and history. This targeted approach cuts down on transfers and reduces customer frustration. Voice recognition technology adapts responses based on customer emotions and tone, ensuring appropriate handling of sensitive situations.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

CX Global Media

APRIL 10, 2017

Are you deploying emotional connection based strategies into your customer interactions ( start including emotions in your design )? Emotion Wins Every time. In review of these 10 reasons I am able to strongly connect 9 of the 10 to emotion. Then you’re in deep jeopardy.

Sales 120

Sales Contact Center Customer effort Call Center 120

Calabrio

MARCH 22, 2025

Go Deeper: Related Resources to Explore The Definitive Guide to Call Center Workforce Management Contact Center Forecasting Guide How to Drive Call Center Employee Engagement Managing Contact Center Processes: Strategizing for Operational Efficiency With empowered agents in the right place, your contact center will go far.

Best practices 52

Best practices Contact Center Management Call Center 52

ProProfs Blog

MARCH 25, 2020

But don’t let your customers feel neglected or less important. While it may seem crazy that they might feel jealous or less motivated once the automation is implemented, they definitely may have mixed feelings about their role in the support process. Use Emotion AI to Understand Customer Pain-points. 2: Knowledge Base.

Customer Service 125

Customer Service Chatbots Customer Support Personalization 125

Pointillist

JUNE 6, 2018

Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). They also use customer lifetime value(CLV), share of wallet, and retention. I think another challenge is capturing and quantifying the impact of customer emotion.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40