3CLogic

JANUARY 24, 2024

With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. How do you know if the benefits outweigh the potential risks? Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Solvvy

AUGUST 31, 2022

(Number of people responding with a 4 or 5 / Total number of people who responded) x 100 = CSAT (represented as a percentage). Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. They expect the same from interactions with your business.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Lutz Remmers , Operations Director for Call Center de Mexico. Contact Center and CX Research and Reports. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. how many people did Y before Z but after X?)

Analytics 51

Analytics Journey mapping Multichannel Government 51