Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Answer Dash

APRIL 17, 2020

Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date. You can also bring in tools like customer surveys and UX research which can help you dig deeper and understand your customers’ priorities. Do your target customers care more about certain things than others?

Customer Experience 66

Customer Experience Management Wireless Customer centricity 66

Pointillist

MARCH 20, 2020

Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. The team estimates that rolling out the new automated system to all customers could save $14.1M due to the decrease in the No Show rate.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70