Bold360

MAY 14, 2020

I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. When we look at customer service related issues, the vast majority of time, it’s the customer looking for a piece of insight or information. “You guys all suck.”

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

Team HGS

FEBRUARY 13, 2018

At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors. You have to measure AHT.

Customer Service 40

Customer Service Net Promoter Score Contact Center NPS 40

Kustomer

SEPTEMBER 3, 2020

Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market. Customer service is still a relatively new department and career path. We know our customers, the hearts and minds of our customers, better than we ever have before. Stage two, voice of customer engine.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, we hope to inspire amazing, thoughtful conversations today that will create actionable insights for you. Also joining us would be Kaye Chapman ; the Learning and Development Manager at Comm 100. Tony: I did not.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40