Here you will find other resources to assist you in the areas of customer experience and leadership, and contact center management. If you have any questions or comments, feel free to email me directly at email@example.com.
Customer Queue Calculator (Erlang C)
The Customer Queue Calculator provides data on queue behavior given staffing levels, desired service level and average handling time of customer interactions.
Customer Experience Leadership Glossary
This glossary of terms in the area of customer experience also includes acronyms and abbreviations. It is excerpted from the book Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results.
Contact Center Management Glossary
This glossary of terms in the area of contact center management also includes acronyms and abbreviations. It is excerpted from the book Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience.
Example Journey Maps
Journey maps are visual tools used by organizations to tell the story of a particular type of customer’s experience. There are many different types of journey maps. You’ll find links to a variety of example journey maps here.
ROI Calculations Toolkit
A cost-benefit toolkit, including returns on improvements and costs of inaction, can help rally support for customer experience investments.