Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. Also, include how you want to measure it.
Calabrio
OCTOBER 4, 2024
Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success.
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Beyond Philosophy
MAY 23, 2024
Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees. Do they give weeks of training on the systems call center agents access and need more on managing customer emotions? So, What Does that Mean To You?
Calabrio
MARCH 5, 2025
Sentiment Analysis: Determining customer emotions and attitudes expressed in text and voice interactions. Topic Modeling: Identifying recurring themes and topics within customer conversations. Trend Identification: Spotting patterns in customer behavior and preferences.
Calabrio
MARCH 22, 2025
Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.
Beyond Philosophy
NOVEMBER 8, 2017
Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In In his classic 1982 TQM book, Out of the Crisis, W.
Calabrio
MARCH 31, 2025
Delve into the nuances of customer emotion and get a granular understanding the feelings that drive human interaction with better sentiment analysis thats both customer- and agent-centric. Automated Quality Evaluations Ensure consistent quality at scale.
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