Adrian Swinscoe

JANUARY 26, 2024

Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, […] The post The raw and honest truth about what agents think about their jobs – Interview with Juanita Coley first appeared on Adrian Swinscoe.

Contact Center 113

Contact Center Artificial Intelligence AI Customer Service 113

Beyond Philosophy

JANUARY 26, 2024

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.

Customer Survey 89

Customer Survey CX 89

Execs In The Know

JANUARY 26, 2024

COPC Inc. regularly conducts research on various topics as part of our consulting work. In November 2023, we surveyed credit card customers in the United States (U.S.) to query them about their satisfaction when they required support. The research included responses from an online survey of 836 credit card customers in the U.S. Of these 836 customers, 344 (41%) had contacted customer service by phone about their credit card in the previous three months.

Net Promoter Score 52

Net Promoter Score Key Driver Analysis NPS Contact Center 52

InteractionMetrics

JANUARY 26, 2024

In this episode of the podcast Distribution Talk , Jason Bader has a far-reaching conversation with Martha Brooke. Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Martha explains that customer service is a subset of customer experience and discusses how to evaluate and elevate call center interactions based on four key dimensions : Efficiency, Information, Connection, and Differentiation; within each

Customer Service 52

Customer Service Gaming Start-ups Customer Experience 52

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

SurveySensum

JANUARY 26, 2024

So, my friend Claire is a fitness freak. Recently, she stumbled across a website offering a revolutionary fitness gadget. Intrigued, she navigated the website and product and finally placed the order. When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52