Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Analytics 43

Analytics Metrics Government Journey mapping 43

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Download the free ebook. Examining the journey through the customer’s eyes . 10 essential customer journey KPIs. Customer Effort Score (CES).

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Quadient

JULY 25, 2022

Just like a journey could include many modes of transportation, customer journeys may involve multiple channels in pursuit of completing the task or achieving the desired outcome. It covers all channels present and future which interface directly with customers. Determine the time that it takes a customer to complete each interaction.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

Noble Systems

JUNE 2, 2020

Improve Employee Engagement – Considering that agent wages account for 60-70% of a contact center’s costs, keeping agents motivated and productive through improved training, motivation tools, schedule flexibility and work location options is becoming invaluable to a growing number of organizations. What factors are important to you?

Call Center 80

Call Center Management Contact Center First call resolution 80

Netomi

SEPTEMBER 20, 2021

Analytics and real-time reporting. Dedicated customer success team. Multi-channel (chat, email, and SMS customer service ). Reporting/Analytics. Once you have an account, it’s as simple as CC x.ai Analytics & Reporting. Chatbot activity analytics. Reports and analytics. Multi-lingual.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Comm100

MARCH 28, 2018

Weekly reports also ensure high levels of accountability and give you more opportunities to improve customer service. Here are some KPIs that are common to many contact centers : Customer Satisfaction: How satisfied customers are with your service. Analytics Applications.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46