CSM Magazine

OCTOBER 12, 2022

In addition, Agent Assist can help to improve the overall customer experience by reducing wait times and increasing first call resolution rates. Speech Analytics. Speech analytics is a technology that analyzes human speech for signs of emotion, intent, and meaning. Customer Journey Mapping.

Technology 52

Technology Customer Experience Journey mapping Chatbots 52

aircall

MAY 21, 2021

You could think about human-centered design the same way that a business designs its waiting room. Waiting rooms are generally painted in relaxing neutral colors. The chairs are comfy, and colorful magazines are strewn about. By design, it’s intended to calm nerves and make the wait more enjoyable. Inspiration.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98