Taylor Reach Group

APRIL 8, 2021

Using a proper QA process, we can ensure we are delivering services in a way that delights our customers while satisfy the requirements of each contact. However, to make it work, we also need to give QA proper emphasis by including quality score as part of the individual and team scorecard. Or should they have equal weight?

Contact Center 112

Contact Center Compliance Scorecard Start-ups 112

ClearAction

APRIL 3, 2015

You must have alignment between your actual candidate experience and your desired customer experience. Use VoC (voice-of-the-customer) to identify strengths needed among CX team. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customers First, or Employees First ? —@tcrawford.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Qualtrics

JANUARY 22, 2019

In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more. I wanted a role that was core to what we do at Amex.

Scorecard 33

Scorecard Compliance CX Customer Satisfaction 33