Customer Experience Customer Satisfaction Mystery Shopper Start-ups 
Fonolo
DECEMBER 15, 2022
It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. Easier said than done, right?
CX Journey
APRIL 7, 2016
Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. They are: Rule #1: Don’t start with customer-facing employees. If the customer says X, respond with Y.”)
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Qualtrics
FEBRUARY 21, 2021
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them?
Comm100
AUGUST 21, 2018
Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.
Comm100
AUGUST 21, 2018
Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.
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