CXi

Posted on April 09, 2020 in Call Center DIY • Contact center consulting • Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Customer service • CXi

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• call center• Contact Center Management• Customer Experience

By Peg Ayers Everybody wants to improve the Customer Experience (CX) they provide, right?  But maybe you believe it’s just too expensive to even think about it.  Your organization is doing its best with the resources it has.  What else can you do?  Plenty! Providing poor CX is incredibly expensive!  A 2019 survey, which interviewed […]

Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy

By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]

Posted on October 03, 2017 in Call Center Consulting • Call Center Management • Call Center Performance • Case Study • CEM • CES • Contact Center • CSAT • Customer Experience • Customer Experience Metrics • Customer service • CXi • Events • Strategy

Toronto, ON – Each year SCORE brings together hundreds of CX, CRM and customer care leaders for a conference and awards gala. SCORE 2017 will focus exclusively on how companies can develop a Customer Experience Management (CEM) strategy as part of their corporate DNA to lock in profitable, long-term customer loyalty. This year’s event will […]

Posted on June 13, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience • Customer Experience Metrics • Customer Satisfaction • CXi • Strategy • Technology

  How Leveraging an Omni-Channel Strategy Can Improve Your Customer Experience  By: Colin Taylor Recently, I was asked to give a presentation at the SCORE Conference in Boston on the importance and benefits of using an Omni-Channel strategy to drive customer loyalty. The event was a success and contained a lively discussion about how organizations […]