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Connect the Dots with a Three-Layered CX Dashboard

Connect the Dots with a Three-Layered CX Dashboard

Feb 13, 2025 | Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and tell a unified story. CX dashboards are important tools and, along with human experience and wisdom, can put and...
The Measures Every Contact Center Should Have

The Measures Every Contact Center Should Have

Oct 11, 2018 | Call Center, Contact Center, Customer Service, Leadership

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...

Essential Metrics for the Service Operation

Aug 10, 2018 | Call Center, Contact Center, Customer Service, Leadership, Quality Management, Workforce Management

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from...
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