Posted by Rant & Rave
Closed-loop reporting is a powerful tool for CX professionals. It enables us to prove the value of our work to senior execs and the wider organisation, by showing how it impacts of wider business...
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February 22, 2017
Topics:
Customer Experience,
Customer Engagement,
NPS
Posted by Rant & Rave
Sometimes the thought of giving frontline employees more freedom at work can feel uncomfortable. What if they say the wrong thing? Upset a customer? Or make an expensive mistake?
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February 20, 2017
Topics:
Contact Centre,
Customer Experience
Posted by Rant & Rave
55% of CEOs are concerned that a lack of internal trust is a threat to organisational growth.
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February 15, 2017
Topics:
Contact Centre,
Customer Experience
Posted by Rant & Rave
You have enough on your to-do list. Do you really need to be working out different behaviours that can help you to increase employee engagement?
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February 13, 2017
Topics:
Contact Centre,
Customer Experience
Posted by Rant & Rave
Emotion and a sense of connection are driven by engagements between people. If you think about positive brand experiences you’ve had, it will almost certainly include someone who did something out of...
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February 10, 2017
Topics:
Contact Centre,
Customer Experience
Posted by Rant & Rave
Raise your hand if you’ve ever felt that your frontline agents are getting bogged down with repetitive tasks and enquiries?
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February 9, 2017
Topics:
Contact Centre,
Customer Experience
