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

Horizon CX

OCTOBER 3, 2020

Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Governance. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization.

Surveys 52

Surveys Government Benchmark Analytics 52

Callminer

JULY 23, 2019

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. One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better.

Best practices 140

Best practices Feedback Call Center Coaching 140

Noble Systems

JUNE 2, 2020

Reduce Costs – Self-service options and more efficient workflows can get customer issues solved in less time and with fewer agents required. Factors like customer satisfaction, new customer acquisition, contact center financials, customer effort scores, and agent attrition are just a starting point for measuring and monitoring.

Call Center 80

Call Center Management Contact Center First call resolution 80

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering. Maximizing revenue and profit margins in the long-term starts here.

Analytics 111

Analytics Metrics Feedback Benchmark 111

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. The Edelman Trust Barometer has measured our trust in institutions, in business, government and media for over 15 years. Customers don’t share scores, they share their experience. It has everything to do with how they conduct their business.

Benchmark 49

Benchmark Government Big data Analytics 49