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Posted on April 27, 2017 by West Corporation 


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West Provides Key CX Performance Rules in CCW Research Report

West collaborated with CCW Digital—a prominent community, resource hub and advisory for customer management practice, call center and customer experience professionals—on their Performance & Agents Executive Report. This report addresses the goals, challenges and solutions that organizations should address in the pursuit of a result-oriented customer experience function.

Within the report, West’s “Practicality Guide: An Illustration of Improved Performance,” offers up 5 Rules of Customer Experience Performance (starting on page 25). You can read more about these best practices in the full write-up here.

These five rules of customer experience performance detail specific best practices and examples of success we’ve had with clients. It will provide your organization with a strong, vivid sense of what you must do to actually succeed. It will help put design and purpose behind investments, leading to an improved likelihood of ROI.

the 5 Rules:

  1. Assess performance through the customer’s eyes
  2. Do not make assumptions
  3. Adopt a unified approach
  4. Emphasize connections with customers
  5. Recognize “agent performance” as a two-way street

 

West Research Report



West Corporation

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