Win the Customer

OCTOBER 7, 2009

As a leader or manager, there’s one key, significant expectation from you: results. Effective leadership and management cannot be accomplished by having the workhorse management or leader do everything for the team. Managers can step in and resolve issues, help push towards meeting deadlines, and even help take a load off of the team members, but in the end the only way to truly build an effective organization involves in developing 4 keys to successful management. “First Break All o

Management 52

Management Coaching Personalization Sales 52

CX Advantage Walker

DECEMBER 15, 2009

Over the past six months several Walker colleagues and I have been working on an experiment. The experiment focuses on using an alternative analytical approach to achieving insights from customer feedback. And, in order to apply a different analytical approach, we had to redesign the survey instrument. Three Goals 1 – Test something new on. Continue reading.

Surveys 48

Surveys Analytics Feedback 48

CX Advantage Walker

NOVEMBER 4, 2009

In previous blogs, we have reviewed findings-to-date, regarding what specific elements of the survey process have been shown to be influential on response rate. If we take a step back from the specifics, at the heart of the response rate issue, is respondent motivation. How do we get respondents to want to take a survey? Continue reading. The post Response Rate: A Psychological Assessment: Sitting on the Behaviorists’ Couch appeared first on CX Advantage.

Surveys 48

Surveys Feedback 48

CX Advantage Walker

SEPTEMBER 3, 2009

Are stalkers ever welcome? Well… At home, I am constantly stalked by my yellow Lab, Teddy. He’s one of those canines wanting to be near me at every chance, to the point of being really annoying. Being stalked never sounds like fun, especially if a human is the stalker. But let me offer an exception. Continue reading. The post Stalkers aren’t all bad appeared first on CX Advantage.

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

CX Advantage Walker

JULY 20, 2009

Seems like a no-brainer, right? However, make sure this message is being communicated to account teams as a way to encourage engagement in close the loop actions. Before giving them training on the process and tools they will use to follow-up on issues and document action plans, make sure to share with them the benefits they can. Continue reading. The post Is There Value in Customer Follow-Up?

Accountability 48

Accountability Feedback 48