Leveraging KPIs for Better Customer Service
“Numbers shouldn’t matter.” “Focusing on KPIs makes customer service interactions transactional and less personal.” “It’s the type of experience you provide to customers that matters, not the ‘agent score card.’” Depending on the context, these sentiments may all be...
Success Story – Real-World Initiatives that Increased NPS
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union
“Hi John, I See You Have An Upcoming Reservation…”
“Hi John, I see that you have an upcoming reservation on July 29th. Is that what you are calling about?” Wouldn’t it be nice if that is what we heard when we called into a contact center? Instead, how many of us have called a contact center and been asked a multitude...
It Comes Down to Trust: A Tool Based Index to Building Cohesive, Productive, Profitable and Happy Teams
