Leadership
The "X" in CX
This is the tool BNPP/BOTW uses today to measure employee engagement
What is Global People Survey (GPS)?
The first thing to do when speaking with a customer
What is identify myself?
What you should never do when a customer is talking
What is interrupt?
This metric is used to gauge the customer’s likelihood to refer Bank of the West to their friends and family
What is Net Promoter Score (NPS)?
The head of the contact center
Who is Marcus Johnson?
This is who I call if I have a question or problem
Who is a team leader?
This group of NPS customers are good referral sources
Who are promoters?
A way to ensure you do not have to ask the caller for information they already have provided
What is take notes?
We should do this when having a conversation and not just hear what the person is saying
What is listen?
Team members from across the Bank who gather monthly to drive the CX program forward
Who are the CX Ambassadors?
What you do with your feet that will develop empathy with your customers
What is “walking (a mile) in your customers’ shoes”?
Improving client experience results in this financial outcome
What is increased profitability (of net income)?
The phrase you should use when ending a call with a customer
What is "thank you for being a BOTW customer"?
_____ are encouraged to propose new ideas for improving processes and provide input on all things contact center related
Who are all Team Members?
This is the number of "locations", as defined in VoX of contact centers, Omaha for example is one
What 5?
Increased productivity, retention & recruitment, innovation, profitability, and employee satisfaction are the benefits of ______
What is employee engagement?
A place for employees to learn about, and keep abreast of, Customer Experience information, tips and updates
What is Contact Center Pulse sites and/or CX WebWest sites?
What you do when a customer expresses frustration, sadness, happiness
What is empathize?
You should be having this with the caller, not just answer the question and end the call
What is a conversation?
The CX Program Manager for Contact Center
Who is Linda Myers?
I have something in my cube that makes me ______ and lifts my mood
What is smile?
What we do personally and the bank does in our communities to help others
What is volunteer?
The act of providing options for obtaining information, for example: account balance is also available on the mobile app as well as online
What is cross selling?
The tone and manner we use when speaking with a caller should be like we are speaking with________
What is a family member or friend?