Execs In The Know

JUNE 25, 2024

Known for his ability to implement technology-driven strategies for global contact centers, he excels in enhancing customer satisfaction, boosting employee engagement, and reducing costs. John: All dissatisfaction events should be logged and tracked, preferably using software designed specifically for complaint or case management.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

Fonolo

JANUARY 14, 2020

It’s one of our favorite places to learn about every facet of consumer-first business management. Top Pick: Promoting a digital-first mentality throughout the contact center. Peter Lavers is a customer experience blogger and CRM expert, and one of the world’s top influencers in customer experience management. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Qualtrics

JULY 15, 2019

In a Deloitte research study , customers who enjoy positive customer services experiences are likely to spend 140% more than customers who report negative NPS scores and remain customers for five years longer. There are two popular methods for measuring customer experience: Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41