by Christa Heibel | May 22, 2019 | Business Practices, Call Center Operations, CSAT, Culture, Customer Experience, Technology, Training & Development
Coming into the half way mark of 2019, I thought it would be the perfect time to look into some of the current trends in the contact center industry and what we can expect going forward. If you’ve been following the CHCG blog, you know that much of our focus is on...
by Christa Heibel | Apr 24, 2019 | Christa Heibel, CSAT, Customer Experience
While the 2018 U.S. Tempkin Experience Ratings Report doesn’t surprise me in terms of results, it does highlight a number of different topics of interest in anticipating and managing the customer experience, otherwise called developing “customer experience maturity”....
by Christa Heibel | Apr 22, 2019 | Christa Heibel, CSAT, Culture, Customer Experience
The traditional Customer Experience Management (CEM) model could soon become a thing of the past. I’m seeing more and more companies willing to grab the bull by the horns and try out innovative approaches for staying ahead of the pack. There’s an increasing focus on...
by Christa Heibel | Apr 3, 2019 | Christa Heibel, CSAT, Customer Experience
I talk a lot about the importance of customer experience data in my blog because I am a firm believer that it is a major component of success for a contact center business. However, for data to be useful and compelling, we must have a means to measure it. Tracking the...
by Christa Heibel | Nov 7, 2018 | Business Practices, CSAT, Customer Experience
A customer satisfaction survey is important for your contact center business for many key reasons: It gives you a better understanding of bottlenecks and challenges that customers face when using your products, processes, or services. It lets you narrow down specific...
by Christa Heibel | Oct 17, 2018 | Business Practices, Call Center Operations, CSAT, Quality Assurance
Quality assurance in a factory examines the product that is being sold – is the product functioning the way it is supposed to? The same concept of quality assurance is applied to the contact center industry and can heavily impact the customer experience. From the...
