From David Burnie’s company blog, an article that identifies the best KPI to track contact center utilization.  Tracking utilization in the contact center is a key to companies remaining competitive. By improving contact center utilization, companies can improve customer service and satisfaction, reduce operating costs, increase employee engagement, and grow top-line revenue. It is important to define utilization and understand the activities that drive it to achieve and maintain improved results. This article will share why the customer assistance ratio…

Robert Tas shares key tips on how to personalize the customer journey. Today we constantly see the importance of customer experience and personalization at the top of CMOs’ agendas; yet I am stunned by our lack of progress. In a recent study conducted by Pega and the CMO Council, Predicting Routes to Revenue, less than three percent of CMOs reported feeling comfortable with their impact on maximizing the lifetime value of the customer. A further 45 percent of CMOs said…

Duygu Cibik shares an evergreen post on customer success manager (CSM) profiles. This is another question that CEOs and other executives raise often. Clearly, desired CSM profile depends on your expectations from CSMs tied to CSM role definition. I’ve summarized my expectations in a previous post titled “What is Customer Success?” and I’ll cover the desired CSM skills and experience in line with those expectations.     Consultative skills To be able to provide advice to clients regarding the product,…