Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Once implemented, closed loop feedback using data-driven analytics should be incorporated into evaluating and refining the self-service strategy. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Customer effort Multichannel 95

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

NobelBiz

MAY 9, 2023

Use Case: Because it tends to get better and better as more data is thrown at it, the Predictive Dialer performs best with large outbound campaigns, usually suited for the B2C niche. It analyzes call data for insights by tracking various metrics such as call duration, call outcome, and agent performance.

Best practices 98

Best practices Call Center Gamification Contact center software 98

aircall

DECEMBER 13, 2018

Which of the following customer support metrics does your organization consistently track? In addition to confirming their broader priorities, we also wanted to know which specific metrics customer support leaders use to measure progress. The number of metrics you measure means little if your team can’t trust their accuracy.

Surveys 54

Surveys Customer Support B2C CRM 54

NobelBiz

JUNE 5, 2023

Call centers need reliable CRM systems, automated dialing software, and data analytics tools to drive successful lead generation programs. Utilize comprehensive CRM software that allows for easy monitoring, analysis, and reporting of lead generation metrics. Inbound lead generation includes blogging, SEO, social media, PPC.

Call Center 52

Call Center Scripts CRM Contact Center 52

JustCall

MARCH 23, 2023

Consider the strengths and weaknesses of each channel for various buyer personas, and use past data to see which channels have performed better for a given metric. Measure Your Performance Businesses must use data analytics to measure the success of their omnichannel strategy. Can Omnichannel be applied to B2B and B2C businesses?

outsourcing 52

outsourcing B2B B2C Marketing 52