Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Clarabridge

OCTOBER 25, 2017

Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. To map them, it leverages millions of data points across customers, channels, and touchpoints ” – McKinsey. 4- Take action.

Analytics 40

Analytics Feedback Big data Banking 40

Clarabridge

MAY 30, 2017

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. They lead upset customers from frustration to elation. They engage with satisfied customers and make them feel appreciated. Think you have a handle on your Contact Center?

Contact Center 45

Contact Center Telecommunications First call resolution Customer emotions 45

Clarabridge

SEPTEMBER 21, 2017

as opposed to emotional success (I got my problem completely sorted) as might be considered by the customer. It requires making it easy for the customer to engage with the brand and then ensuring that when they do, the touchpoint delivers an emotionally satisfying experience that is aligned with the brand purpose or promise.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45