How Mystery Shopper Programs Drive Improvements in Compliance
In most contact centers, customer service agents have been thoroughly trained to handle a wide variety of customer inquiries on products, policies, and services. However, as
In most contact centers, customer service agents have been thoroughly trained to handle a wide variety of customer inquiries on products, policies, and services. However, as
Historically, quality monitoring programs were implemented exclusively to monitor a customer service agent’s performance. These quality programs were tactical in nature and inwardly focused; determining
A reputation for great customer service is built on many areas of business. In-store employees must be friendly, the website must be easily navigable, omni-channel
Leadership must set the tone and define the metrics for customer experience success in the organization. The implementation of programs such as Quality Monitoring will
We’ve all heard the wisdom that “data is nothing unless it can be turned into information”. The amount of data available to us is growing
With the arrival of November, my thoughts turn to gratitude. As the eldest in a family of ten children and the daughter of two hard-working
The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and
Market conditions and customer expectations are constantly evolving, exposing gaps and creating opportunities for customer experience improvement. With the proliferation of new contact channels, digital
Digital technology is quickly changing the game for how companies and consumers interact with one another, setting a precedent for quick, convenient and easily accessible
Much has been written about the importance of customer service, but the focus is typically on examples from industries in the private sector such as
In my previous post, I explained the importance of creating a Customer Journey Map (CJM) and outlined the first three phases of the process – research,
You might be asking yourself, “What is a Customer Journey Map?” A Customer Journey Map (CJM) is a powerful process that tracks a customer’s experience,
