April 15, 2019

The customer care team of an organization often owns the records of customer interactions and primarily uses them to provide coaching and feedback to their frontline agents. This process can be useful in moving the needle on individual agent performance. These records are a goldmine of data and deploying a broader strategy will drive higher rates of organizational performance by delivering customer intelligence that can improve NPS scores, resolution rates and cost model.

eClerx is a leader in strategic improvement consulting services focused around customer operations. With a unique understanding of care strategies that span multiple industries, your business will benefit from benchmarking customer delivery against industry leaders. Additionally, we implement new strategies and tactics that accelerate customer success.

In the following study, we provide an outline of how these tactics are applied to a real client business problem and examine sample results.

Kevin Zehnder is the Head of Customer Experience Solutions, for eClerx Customer Operations. With over 24 years’ experience in Customer Service and Sales, he is an industry leader in aligning Quality processes to optimize Customer Experience, including quality process design, customer survey methodology, closed-loop feedback, and associate coaching. Kevin has also designed and implemented Customer Analytics that have provided corporate leaders with the data to enhance decision making in keeping with their brand promise. Before joining eClerx, Kevin spent nine years managing quality delivery for major outsource partners and has worked with industry leaders in NPS that include USAA, Amazon, and T-Mobile.

For more information about eClerx Customer Experience Solutions please visit our website.