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Customer Experience Score with Brian Jeppesen
Customer Experience Score Brian Jeppesen, Director of Contact Center Operations at Landry’s, has over 30 years of contact center industry experience. Today he is sharing that experience with you. We’re focusing on the customer experience and the return on experience. Key takeaways from Brian Jeppesen 1. Return on experience – How easy do we make…
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Customer Retention & Churn with Eric Sims
Why Customer Retention & Churn? Eric Sims, CX cowboy at Leading Edge Connections, joins us on the Contact Center KPI Podcast to discuss the highly requested topic – customer retention and churn. He wanted to take a step back and look at the bigger picture when it came to KPIs and that’s customer retention and…
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How Contact Center Software Improves Your Company’s Growth KPIs
Contact Center Software & KPIs The role of contact center software has become pivotal for companies aiming to streamline their customer interactions and operations. The old-school ways of Excel spreadsheets and Word documents are in the past. Software is taking over and for a good reason. Let’s say you’re a VP of Operations, optimizing KPIs…
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Navigating the Future of Customer Experience and Innovation
What do innovation and customer experience have in common? Innovation generally refers to something new or a change made to an existing product or idea that can improve the overall outcome. When innovation is brought into the customer experience, it should either make it quicker or easier for the customer. Let’s look at call intelligence…
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Net Promoter Score with John Walter
The Contact Center KPI Podcast is live! Our very first episode features John Walter, COO at ZMAXINC and host of the CX, AI, and Outsourcing Podcast. We dive into Net Promoter Score and how this KPI can give companies the insight they need to improve the overall customer journey. If you could only do one…
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8 1/2 Secrets to Solidify Customer Loyalty
The additional ½ secret includes: Misconceptions around NPS & CSAT and breakdowns of specific customer loyalty winning secrets … Secret #1: Prioritize the experience This should be a no-brainer. We won’t spend much time on it. Companies with a superior experience bring in almost 6 times more revenue than their competitors that don’t prioritize it.…