Agent self-evaluation enables customer care representatives to review their own performance. In the process of reflecting upon personal performance goals, customer feedback can be used as an invaluable resource. That is because feedback is the most straight forward way to understand how well an agent is doing their job in terms of meeting client needs. In…
In the ever-evolving landscape of the B2B market, customer retention is a paramount challenge for businesses striving to maintain a competitive edge. Enter Tarja Lähdemäki, an esteemed consultant from Finland with a wealth of experience in guiding B2B companies towards customer-centricity and deeper understanding of their clients’ needs. In this interview, we delve into her…
Cost per ticket (CPC) is an often overlooked but crucial factor when evaluating contact center performance. It measures the total cost of resolving each ticket, including labor costs and any additional costs for external services or third-party products. If you know the cost of a movie ticket, a gallon of gas, or even a cup…
How can customer experience leaders justify their investments and drive meaningful change within organizations? In this interview, we had the pleasure of speaking with Sally Mildren, CEO and Managing Partner of Boss Lady Consulting, to explore the key metrics that CX leaders must understand to align their initiatives with primary business drivers, as well as…
In today’s competitive business landscape, delivering exceptional customer service is the key to success. 96% of consumers consider customer service an essential factor in their choice of loyalty to a brand – as a result, providing top-notch support is not just a nicety but a necessity. Enter ChatGPT, your secret weapon for enhancing customer service….
In this interesting discussion, CoinSwitch’s contact center manager, Pankaj Jaiswal, shared his journey and learnings from his 10 years of experience in customer support. He also shared his perspectives on what makes a good support leader and how to keep support agents motivated. Tell us about your journey. How did you end up working in…
Discover the story of Melanie Diamond, the Voice of the Customer Manager at Remote.com. Melanie’s expertise and innovative approach have been instrumental in shaping her organization’s deep understanding of their customers’ needs and expectations, driving them towards becoming more customer-centric. Can you share your story with us? How was your journey towards working in customer…
Customer support is integral to business success. Customers expect elevated experiences when interacting with a brand, so they readily do business and even recommend brands that meet their expectations. Text analysis is one technique helping brands meet customers’ expectations in today’s business environment. It allows you to listen to everyone wherever they are, giving you…
Customer service coaching programs include exercises to improve soft skills like active listening, communication, problem-solving, etc. Implementing effective coaching and training involves identifying goals, selecting the right coach, creating a training plan, incorporating feedback, and measuring success. If your goal is to retain customers and extract more value from them, then you should consider customer…
We chatted with Planning Center’s Director of Customer Experience, Reagan Helms, about the evolving customer support landscape and the growing need for crafting roles that inspire people to do their best work. Can you tell us your story? How did you end up working in customer experience? I started working at my current company 13…
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