Concrete Ways to Measure Customer Experience

Concrete Ways to Measure Customer Experience

3 . November . 2020

Customer experience CX can be a very overwhelming and confusing topic. It’s not customer service, but it does include customer service, as well as every other function for that matter. Often, this confusion culminates at one specific point - which metrics to use.

At its core, Customer experience is “the thoughts and perceptions customers have toward a brand.”

This is not a new challenge. Historically, we’ve been extremely reliant on surveys for all kinds of customer data; this has never been super effective, and it is comically ineffective with today’s customers. Net Promoter Score (NPS) is old enough to have a driver’s license, and in most situations has little to no correlation to actual customer behaviors.

This blog will explore several emerging options for measuring customer perceptions. Out of all the wonderful things technology and machine learning has done to revolutionize the contact center, it’s the new Voice of Customer capabilities that are the most excited. We can get closer to our customers than ever before, fueling the work of CX and demonstrating ROI in far greater ways.

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Ideas to Put Quality Management at the Heart of Your Contact Center

Ideas to Put Quality Management at the Heart of Your Contact Center

16 . October . 2020

Your quality management (QM) program is probably well-established, with guidelines and definitions, rules, and ratings. But does it have a heart, one that contributes meaning and spark to how we think about customer interactions?

Here are some ideas to make sure the heart of your quality management program is healthy and pulsing with life:

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Tips On How To Lead, Coach, and Train Your Remote Team

Tips On How To Lead, Coach, and Train Your Remote Team

2 . October . 2020

Over the past few months, organizations have had to figure out how to adapt to a remote work environment. Managers were faced with unique barriers to how things were usually done.

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Customer Relationship Management (CRM) and HR

Customer Relationship Management (CRM) and HR

21 . July . 2020

Human Resources are those constituents of an organization that take care of the human facets and needs of all employees within that organization. Key functions of HR in an organization are-

• Employee recruitment and selection.
• Compensation calculation and reward program management.
• In-house training for all employees according to skill sets.
• Performance calculation and managing employee behavior.
• Portfolio management and area location management.
• Transformation and change management.
• Structuring hierarchy of employees.
• Employee relationship management.
• Hiring Campaign management.

Employees are the significant assets and the primary promoters of profitable business for an organization. Hence, apart from managing clients and customers for business purpose, it’s a decisive responsibility of an organization to manage and fulfill all needs of its own employees. It would be improper to say that a CRM system is only used to manage clients and customer; most of the HR heads or managers are using CRM technologies for managing company’s human capital. This approach is called as Employee Resource Management (ERM). An ERM is a business process that fills gaps between an organizations and its employee to create a strong emotional and professional bonding among them.

A well-integrated ERM provides a committed information base system for all Human resources. This is termed as Human Resource Information System (HRIS) in most of the renowned organizations which provides a better interface for HRs to deal with internal employees and screens all problems associated with relationship among organization and employee. Some of its features are listed below-

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Agent Productivity Starts With Technology

Agent Productivity Starts With Technology

6 . July . 2020

Many companies want to increase contact center agent productivity. Most contact center agents actually want to be productive, too, but are often hamstrung by the tools available to them.

Here are five areas where improved technology could result in a boost to agent productivity:

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