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Our client, one of the largest credit unions in the United States, has been working with Concentrix for two decades. Back in 2013, when IVR technology was just starting to grow beyond simple call routing, we developed its first dual tone multi-frequency (DTMF) banking application. If “press 1...
Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES) . Consultants have set up entire businesses profiting from this discourse. However, this ongoing argument about the ...
Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management . We continue our discussion by examining what qualifies as sound design and what to consider while creating a balanced scorecard. Striking the...
Ecommerce retailers constantly check their support center for areas of improvement to maintain a superior customer experience. If you want to evaluate your own imperfections, a handy customer service quality assurance checklist will help you see how you stack up in your progress to create a...
As business leaders, you know the importance of strategic planning. Having a clear understanding of your business goals and how to achieve them helps you stay focused and therefore, better serve your teams and other stakeholders. But being a leader doesn’t necessarily mean you’re good at (or...
Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: 1. Redesign your quality form to focus on key drivers 2. Measure three quality metrics vs. one overall score 3. Evaluate interactions from the customer’s perspective ...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
Serious, unusual circumstances like a pandemic tend to shine a spotlight on the call center insights that matter most. That’s because stressful times and uncertain economic conditions can bring out the worst in everyone: customers’ emotions might run high while their patience hits an all-time...
by: DeAnna Kerley, Customer Success Manager June 1, 2020 Data is powerful, perhaps more than many of us realize. It contains nearly infinite applications. Yet while its limitless possibilities are seductive, they also provide ample opportunities to get lost in the weeds. One of...
Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously...