ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps? Source: Gartner.

Journey mapping 190

Journey mapping Customer emotions Customer effort B2C 190

CX Global Media

APRIL 10, 2017

If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? Delivering a great customer experience is not possible even if you have the most modern communication platform. Emotion Wins Every time. About Grypp.

Sales 120

Sales Contact Center Customer effort Call Center 120

CX Global Media

APRIL 17, 2017

If you do not include getting more conversions in your chat strategy then your cost cutting focus will mask your sales loss dilemma. Make Sales Easier. We all know that excellent service drives greater sales. But if the ability to convert is not present, sales will be lost when providing excellent service. Click to Tweet.

Abandon rate 120

Abandon rate Customer emotions Sales Advertising 120

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

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon. A company usually follows a set of KPIs. What metrics should you follow?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Calabrio

MARCH 22, 2025

Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer. Voice of Customer (VoC) tools used in the call center can drive value well beyond it, informing more effective marketing strategies and sales tactics.

Best practices 52

Best practices Contact Center Management Call Center 52

Call Journey

OCTOBER 20, 2018

Goodbye” there are thousands of words and phrases, which contain information about customer emotions, agent performance, company processes and products. When analyzed, contact center conversations constitute the ultimate source of knowledge about the customers. Agent Sentiment and Emotion. Map Customer Journeys.

Scripts 45

Scripts Customer emotions industry standards Contact Center 45