Analytics Customer effort Engineering Self service 
Mindtouch
FEBRUARY 27, 2018
If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy.
CSM Magazine
MARCH 16, 2023
You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.
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Mindtouch
MARCH 21, 2018
Without quick and easy access to relevant documentation and product help, the customer experience can suffer. This creates frustration, high customer effort , even product abandonment. Companies are increasingly placing product help at the forefront of their customer experience strategies.
DMG Consulting
AUGUST 10, 2018
Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.” IVAs are self-learning; their ’intelligence; is continually evolving based on data inputs from each new interaction. Omni-channel self-service.
Mindtouch
JANUARY 23, 2020
How could we update our information architecture to better align with actual customer needs, not just content analytics and behavioral tracking? How could we tailor content so customers could get the help they need sooner ? What questions were our users asking us to help them answer that they weren’t finding on our site?
Tethr
FEBRUARY 14, 2019
Next Issue Avoidance : Low-effort companies don’t just focus on resolving the issue the customer contacts them about, they focus on forward-resolving the issues customers might call them back about. low-effort companies know that you can’t script your way to victory in this new world.
GetFeedback
AUGUST 16, 2018
As customers reply, you can keep track of your average score and segment responses by specific criteria (like customer type, region, agent, etc.) Customer Effort Score (CES). Offering quick and effective support is the surest way to make your customers happy. Self-Service Metrics.
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