why-we-must-give-customers-choices-based-on-their-lives-4-case-studies 
Customer Bliss
APRIL 16, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Here is what we want as customers: we want it when we want it, how we want it, and where we want it.
Fonolo
JANUARY 31, 2023
As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. What is Call Center Training?
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Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. We had to listen. But 300+ days must be.
ProProfs
DECEMBER 28, 2022
We will also highlight the role of assessments in learning paths and share a few useful tips to create effective assessment-based learning paths. . In fact, it’s one of the most powerful features you must utilize in a Learning Management System (LMS). . Learning Paths With Learner Choice (Non-Linear) .
ProProfs
MAY 9, 2023
In this blog post, we will explore the concept of quiz funnels in more detail, including their benefits and examples. We will also share the best practices for creating the best quiz funnel to attract and convert leads. As potential customers travel through this path, they go through specific stages.
Intercom, Inc.
DECEMBER 21, 2021
Although we don’t care much for dwelling in the past – as Des Traynor likes to say, Intercom doesn’t need an archeologist – this was, naturally, a year of reflection. And truth be told, our journey wasn’t the only one we learned from. Farhan Virji , Vice President of Customer Happiness at Later. Will Larson , CTO of Calm.
Fonolo
FEBRUARY 7, 2013
The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Why is average wait time an important metric?
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