The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
CH Consulting Group combines a creative, holistic, and collaborative methodology to deliver contact center solutions that reduce costs, increase efficiencies and improve customer experience.
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 ...
CXperts: Alexander Kvamme meets with Richard Smith, Vice President of Customer Experience at Therabody to discuss leadership, the importance of EX in CX, and how he’s planning for the holiday season. CXperts is a podcast where we dive into the hot topics and trends around customer...
It’s no secret that customer service is crucial for driving growth and loyalty for a business. With 75% of customers willing to spend more with businesses that give them a good customer experience, and 85% citing good customer service as an important factor—outside of product and price—when...
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact...
There is an adage in machine learning, garbage in, garbage out. Customer experience management platforms like Nexcom’s RevealCX Boost ¹ offer innovative ways of efficiently collecting data. The vast potential of Artificial Intelligence (AI) is lucrative, but rushing to implementation can be a...