Beyond Philosophy
NOVEMBER 30, 2023
One of my clients has done an excellent job in the last couple of years improving their customer experience. The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning.
Callminer
MAY 12, 2020
An integrated, comprehensive software solution, such as a multi-channel text and speech analytics tool , analyzes all interactions between your agents and your customers for a unified, comprehensive view of the customer journey that allows for historical contextual analysis. Evaluating Customer Relationship Management Software.
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Zendesk
AUGUST 30, 2021
Do-not-reply accounts can save time for any customer-facing department, but they’re especially helpful for support reps. The one-way communication keeps their workloads manageable by not adding more customer inquiries to their queue. Cons: May dampen the customer experience + create legal issues.
Hodusoft
JANUARY 24, 2024
Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.
DMG Consulting
JUNE 8, 2021
The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.
DMG Consulting
APRIL 14, 2023
Most departments in an enterprise will benefit from a firsthand view of what customers think about the job they are doing; this includes auditing and compliance, risk management, legal, and collections departments. Sentiment analysis, for example, provides insights into the experience of both the customer and the employee.
Taylor Reach Group
NOVEMBER 9, 2018
The Director of Community Information plans and implements contact/call center strategies and operations; improving ROI, company performance, customer experience, processes and systems while contributing to the sales goals of the company. Expand channels utilized to connect with customers beyond voice, chat and email.
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