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Opinion CX

Quick Take: Cool Tools to Help Your Team Alignment Efforts

I've been thinking about team alignment a lot lately, particularly in the context of the customer centric business environment we're operating in.   A few capabilities that companies are gaining from stuck out in my mind.

  1. The power of metrics is tapped more fully by UserZoom's KPI solution -- its range connects to employees across an organization.  
  2. Breaking through with 'resisters' in your team isn't about forcing data down their throat in one meeting but a steady (daily) drip of up-to-date metrics that highlight key metrics.  Hively's performance data reports highlight strengths and weaknesses in easily digestible formats 
  3. Team members that don't operate in platform siloes typically have greater alignment with collegues.  Five9 empowers agents the abilty to hop between voice, video and chat while carrying the entire history of interactions across channels with them.
  4. Voice of the Employee programs are gaining steam as companies recognizes the unbreakable connection between employee engagement and customer experience improvement.  Confirmit's employee engagement tool powers a consistent and effective VoE program -- that often delivers insights that you can't get from customers.  
  5. Keeping all influencers in the loop of key account manage means looping them in.  Kapta delivers a tool for account managers to rope in other key contributors and ensure high levels of communication and collaboration.
Dec 8, 2016  
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