Experience Investigators by 360Connext
OCTOBER 17, 2023
And yet, leadership buy-in is a critical part of customer experience success. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Use some storytelling techniques here, too.
CX Accelerator
FEBRUARY 12, 2018
VoC programs provide the intel that companies need to determine customer needs and wants, how customers value products and services so they know how to improve them, identify gaps in the customer journey and opportunities to refine processes, etc. A version of this post originally appeared on M4 Communications blog.
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Talkdesk
MARCH 12, 2021
A digital customer engagement solution that helps you quickly respond to customers in a contextualized way using their preferred communication channel (voice, chat, SMS, email or social media). Talkdesk CX Cloud can be deployed (full implementation) quickly and provides a free and long-term call recording storage facility.
GetFeedback
JANUARY 19, 2020
Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Effective deployment of surveys by touchpoint.
Talkdesk
MARCH 4, 2021
Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. 4 steps to boost customer experience: 1. As a customer, I may walk into a branch, get some information, then actually call the call center [for an update] and the information is disjointed.
Playvox
APRIL 21, 2023
Quality Management Analysts Quality assurance used to mean hours of listening to customer service reps’ call recordings and checking off boxes if they met all the requirements of a call. It wasn’t very revealing of agents’ real performance — or of any customer service problems that might be brewing.
Gainsight
FEBRUARY 21, 2023
Standardization should outline clearly defined actions for handling customer inquiries, resolving complaints and operationalizing feedback. Additionally, a cadence of regular and consistent customer communications needs to be defined so that customers know what to expect from your business.
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