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How to Cut Call Center Agent Onboarding In Half

Uniphore

Live Agent Assist Demos and Case Studies Showing: How to Train and Onboard Your Agents in the New Normal Without Relying on Knowledge Management How to Arm Your Agents With the 10 Superpowers that Reduce AHT and Boost NPS How to Coach Your Agents to Become Your Best Agents Without Traditional QM and PM How to Go Beyond FCR and Avoid the Next Issue.

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How Spirit Airlines Transformed Its Customer Experience with AI

Execs In The Know

The key to their success was laying a solid foundation across three pillars: Cross-Functional Alignment Spirit formed a cross-functional team that included members from business operations, IT, legal, and process optimization divisions. Stakeholder alignment ensured the buy-in needed to execute their vision seamlessly.

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Why engaging HR, Finance, Legal, and IT to embrace the customer is vital!

Beyond Philosophy

This increase in NPS also resulted in a ten percent revenue growth in a declining market. 1 Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., The Legal Team Is Essential, Too. NICE Systems, Inc., and Fred Reichheld. NICE Systems, Inc.,

Legal 78
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35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. 16) have a legal team that spends more than 1% of their time battling ex-employees. 5) put profits before purpose. 6) do not invest in the human experience. ,

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Bridging the Gap: Compliance, IT, and Customer Experience (CX)

Lightico

No one likes a jargon filled legal heavy customer journey. However, compliance mandates transparency, but the result is often overwhelming, legal documents and contracts that hinder CX rather than inform customers. 15-20% improvement in key CX scores (NPS and CSAT) as transactions become smoother and more intuitive for customers.

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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

Voice of the Customer, CSAT, NPS and Customer Advisory Boards). Especially in the legal industry, people want to be heard. Examples include measuring defects (issues) by agent, client, vendor, and call type. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g.,

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Beware! Don’t Make These Mistakes When Measuring Success

Beyond Philosophy

Assesses by an indicator with a direct tie to your CES, which for most organizations is NPS score. Yes, finance, legal, accounts receivable, we are talking about you. Once you have these two areas covered, you should be fine, right? Not so fast. CX improvement measurement often misses a few other areas. Five, in fact.

Legal 121