Improving the Hold Time Experience in Your Contact Centre
While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must take steps to...
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Learn about all things customer experience from our team of experts. From the latest CX trends to tips and advice to improve your voice of the customer programme and performance.
CX-based Compensation Systems – Do They Work?
Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback....
Read MoreDon’t Exhaust Your Customers – How To Avoid the Perils of Survey Fatigue
To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on improving your...
Read MoreFive Steps to Improve Employee Experience
It is well established that employee experience and customer experience are inextricably linked, but all too often executives focus on CX to the detriment of...
Read MoreVOC Integration 101
A successful Voice of the Customer programme requires integration with other systems for a holistic view of customer experience. The feedback obtained solely...
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