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. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. These 4 A’s are what’s missing in typical journey mapping. Learn More. Learn More.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

Fonolo

SEPTEMBER 12, 2018

So, in modern times, managing customer experience is the new brand imperative. Step 2: Create a “Customer Experience Map”. This step, similar to a customer journey map, is vital as it vividly points out consumer touch points that can establish a personal connection between the company and the customer.

Customer Experience 73

Customer Experience Management Journey mapping Construction 73

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

Time management: For service agents, time is a crucial yet extremely limited resource. Training your support staff on how to adequately manage their time will lead to faster response times and improved customer service. . In Summary .

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Outsource Consultants

JANUARY 27, 2025

Average After Call Work Time After Call Work (ACW) time refers to the period agents spend completing tasks related to a call after the customer interaction has ended. To minimize ACW time: How to Reduce ACW Time: Automate routine documentation tasks. Train agents on efficient time management techniques.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

ChurnZero

SEPTEMBER 20, 2024

Can keep a high-volume list of customers on track with customer journeys, including feedback surveys, performance reviews, and product resources (company benefit: updated customer journey mapping) Online community manager.

Journey mapping 52

Journey mapping Construction Upselling Accountability 52