Quadient

AUGUST 7, 2019

How insurance companies can decide on which CX Metrics to use. Selecting and keeping track of the right Customer experience (CX) KPIs is important. validate whether improvements to the customer experience have taken place. This is further complicated when you consider that the range of possible CX metrics is extensive.

Metrics 52

Metrics Journey mapping Healthcare Marketing 52

TechSee

OCTOBER 29, 2019

Yes, it allowed customers to avoid checkout lines, but it seems the company failed to consider the significance of customer effort. Amazon Go plans to open 3,000 “Just Walk Out” unmanned stores by 2021 , each powered by hundreds of cameras and sensors enabling customers to shop and pay without any human interaction.

Self service 95

Self service Enterprise Customer effort Multichannel 95

Call Experts

JULY 27, 2023

From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

SmartAction

MAY 6, 2019

While AI-powered virtual agents can also read and record data and exercise cognitive capabilities to follow linear (or near linear) processes, they extend the value of customer data for other purposes that include: Personalization – mapping caller ID to an account and greet by name. More & Better Data Leads to Effortless CX.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

SmartAction

MAY 6, 2019

While AI-powered virtual agents can also read and record data and exercise cognitive capabilities to follow linear (or near linear) processes, they extend the value of customer data for other purposes that include: Personalization – mapping caller ID to an account and greet by name. More & Better Data Leads to Effortless CX.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

The Center for Client Retention

DECEMBER 3, 2019

Because the customer experience is impacted by every single department, customer-facing or not, organizations are realizing the need for inter-departmental CX teams and accountability across all staffing functions. Social Media 2.0. If they herald a true trend–time will tell–it’s one made to order for our times.

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62