JYSK: A year of CX improvement – CSAT up 8 % and climbing
At the end of our first year with JYSK – one of the most CX-centric companies we work with – I had the pleasure of catching up with Michael Olesen,
Are your C-suit executives the biggest VIPs in your company? Then heaven help you!
Invisible heroes Staffino’s co-founder, Tomáš Rosputinský, used to explain why children never want to become call centre agents or shop-floor assistants. One of the reasons, he explained, was that those professions lacked heroes.
Improved Notifications, Customer CX history, Conversion and SMS
Notifications With the notification feature, clients are provided freedom and versatility. You can choose what to be notified about, and every level and/or department can have their own notification set. Each of these sets can apply different rules to report on
20 clicks for a bunch of bananas? Welcome to CX hell!
“What was your last shopping experience like?” I raised this question in my non-CX expert bubble. Can you guess what the most common answer was…? If your answer has something to do
Case Study: Call Center Saving $550,000 on Attrition by Engaging and Motivating Agents
Agents and other frontline employees often leave their job because of a lack of motivation, low recognition or because of psychological issues and stress. High voluntary attrition is one of
8 Main Reasons to Use Staffino and Not IVR Based Post Call Surveys
IVR and Staffino email/SMS post call surveys may seem comparable with their easiness of execution and low cost. However, there are some significant differences that you should know about, especially
Product review 2019
Here are the biggest changes in Staffino last year. Business Application In 2019, the main task for us was to move managerial features to a new application which would speed up
Story behind our first global account JYSK
We spoke to our CEO Tomas Rosputinsky and gave him four punchy questions on the new landing: first global account JYSK, active in 3000 stores in 53 countries. Let’s go:
Is your Customer Experience (CX) Strategy Purely Academic?
The 2018 Consumer Action Monitor Report (CAM) from Ombudsman Services highlights a growing trend in consumers; Passive Consumer Action . The Report shows that despite the trend for businesses to flirt
Defining your Brand; are you looking in the right place?
Having worked in the area of Brand for several years, I’ve seen how many different businesses choose to approach this most basic of strategic questions; what is our Brand, and
What price Customer Happiness? The quantifiable cost of qualitative Customer Experience.
At first consideration, Customer Happiness can appear a purely qualitative idea with little place in quantitative business considerations. A ‘nice-to-have’ rather than a basic requirement; and certainly not something which
