CX Accelerator

DECEMBER 31, 2018

Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Education Services Group

JULY 20, 2021

Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. Take back that time spend copying records over and let the CSMs focus more on that next set of action items.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Consistently survey your customers after important milestones, like a purchase or onboarding. In Summary .

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

ChurnZero

SEPTEMBER 20, 2024

Can keep customers informed and interested in new product releases and updates (company benefit: upsell/cross-sell) Small creative agency account manager. The other prefers to dig into survey data and churn rates to assess the customer journey overall. Where do your CSMs fall?

Journey mapping 52

Journey mapping Construction Upselling Accountability 52

Outsource Consultants

JANUARY 27, 2025

To minimize ACW time: How to Reduce ACW Time: Automate routine documentation tasks. Train agents on efficient time management techniques. Many contact centers use post-interaction surveys to gather this data. Customer Feedback Ratings Direct customer feedback provides invaluable insights into agent performance.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Russel Lolacher

OCTOBER 10, 2022

But otherwise, everybody’s pointing fingers, and a lot of times HR is the one that’s the internal experience. No, HR is not journey mapping the employee experience the way we do with CX. So it can never be as effective and they don’t… who has time for VoE? But that’s not capturing everything.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52