Michael Fulvio - “Why You Shouldn’t Be Obsessed with CSAT”
Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alongside human agents, is explored, focusing on guided resolutions and future channel efficiencies. The discussion extends to sustaining this excellence even with outsourced support, ensuring a frictionless customer experience end-to-end.
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Contact Centers
What’s Inside [1:19] Introduction to Michael Fulvio [22:28] Full Podcast Episode [4:19] Transforming Customer Interactions into Revenue-Driving Insights [1:29] Key Data Points for Improving Customer Fulfillment Processes [2:11] Moving Beyond CSAT: Focusing on Impactful Customer Experience KPIs [1:48] Turning Incident Rates into Positive Customer Engagement [0:58] Enhancing Fulfillment Processes to Meet Customer Expectations [1:07] Community-Driven Initiatives for Enhancing Customer Experience [3:43] 1-10 Rating: Importance of Agent Turnover to Company’s Growth [0:48] Transform Customer Interactions into Insightful Data Reports [0:55] Short - Transforming Customer Interactions into Revenue-Driving Insights [0:58] Short - Moving Beyond CSAT: Focusing on Impactful Customer Experience KPIs
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Full Episode “My overall goal is to turn each of our customer interactions into data that the business can use to make other decisions about what’s going on.” -MICHAEL FULVIO
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Full Episode: Topics Covered 1. Embracing a Data-Driven Approach 2. Prioritizing Agent Retention in Customer Service Excellence 3. Elevating Customer Experience Through Community Engagement
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(4:19 Video) Transforming Customer Interactions into Revenue-Driving Insights “There's a cost associated with having a contact center and managing all these interactions. However, if you can correlate these interactions directly to revenue, both in terms of saving and growing it, you flip the equation. You become a revenue advisor to the rest of the company, rather than just a cost center.” —MICHAEL FULVIO
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(1:29 Video) Key Data Points for Improving Customer Fulfillment Processes “I’m looking at are overall incident rate, the number of customer contacts compared to orders per week, month, and year, as well as case reasons. By examining these areas, we can effectively address different parts of the process and ensure everything is functioning properly at each data points.” -MICHAEL FULVIO
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(2:11 Video) Moving Beyond CSAT: Focusing on Impactful Customer Experience KPIs “AI is only as good as the information you feed it. Agents will transform into knowledge workers, identifying gaps in information and improving documentation.” —MICHAEL FULVIO
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(1:48 Video) Turning Incident Rates into Positive Customer Engagement “We're trying to open our customer’s perspective beyond just the incidents where they reach out to us. We're seeing a positive response on social media that goes beyond just discussions about orders.” —MICHAEL FULVIO
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(0:58 Video) Enhancing Fulfillment Processes to Meet Customer Expectations “We need to ensure that we’re working with our suppliers to get things done correctly, and also with our IT development and web team, so that communication is aligned with customer expectations.” - MICHAEL FULVIO
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(1:07 Video) Community-Driven Initiatives for Enhancing Customer Experience “I really love about SNIPES is the community outreach that we do and we don’t publicize it very much. We do that because we know our communities support us.” —MICHAEL FULVIO
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(3:43 Video) 1-10 Rating: Importance of Agent Turnover to Company’s Growth “I’d give it an 11 in terms of agent’s importance. We need people who are curious and empathetic to investigate our systems and relationships to understand what’s going on and where things might have broken down.” —MICHEAL FULVIO
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(0:48 Video) Transform Customer Interactions into Insightful Data Reports “Find all those data points, and if you can’t measure something, figure out how to measure it. This way, you can report on the real issues to your customers.” —MICHAEL FULVIO
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(0:56 Video) Transforming Customer Interactions into Revenue-Driving Insights “That's why I really work to communicate those data points out to all of the business. Tracking those over time helps us make decisions about shipping policies.” - MICHAEL FULVIO
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(0:59 Video) Moving Beyond CSAT: Focusing on Impactful Customer Experience KPIs “But if we get those right, that impacts our CSAT even more than just focusing in on the CSAT.” —MICHAEL FULVIO
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