Interview with Gloria Jeanâs Coffees International

Interview with Gloria Jeanâs Coffees International

Interview with Gloria Jeanâs Coffees International

Interviewee: Phi Nguyen, Head of Special Projects & Global Development, Gloria Jean’s Coffees International Questions: - What does it mean to be a truly "customer-centric" organisation? - How important is voice-of-customer (VOC) in capturing customer loyalty and retention? What marketing strategies do Gloria Jeans carry out? - How does Gloria Jeans gather feedback from its customers? - The management is typically concerned with the huge investment costs from Big Data. How should a firm believer of Big Data justify the ROI to their management? - How can organisations implement a cost-effective Big Data strategy? - How do you find the event?

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Top 3 Best Practices for Effective Call Quality Monitoring

Contact center agents bear the great responsibility of managing customer service issues on a steady basis. One of the best ways for contact center managers to ensure that agents are providing the best service possible is to monitor the quality of their interactions with customers, yet some contact centers do not take a thorough approach for determining best practices. So...
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