SharpenCX

NOVEMBER 21, 2019

All others cite problems like data living in silos and disparate systems, not collecting enough on the voice of the customers, and not putting their data to use to personalize the customer experience. That means in the next five years, contact center data will be the driving force behind your customer experience strategies.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

All others cite problems like data living in silos and disparate systems, not collecting enough on the voice of the customers, and not putting their data to use to personalize the customer experience. That means in the next five years, contact center data will be the driving force behind your customer experience strategies.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

SharpenCX

NOVEMBER 12, 2019

Somewhat the opposite of CLV, this metric shows how poor service and lost customers hurt your company revenue. By 2025, contact center leaders want to eliminate the stereotype that agent turnover is a given in the contact center. Customer Effort Score. Agent Retention Rate. Here’s how: 5.

Metrics 64

Metrics Best practices Call Center Surveys 64