CSM Magazine

AUGUST 31, 2018

In a world full of resources for measuring success (analytics, channels, and tracking tools) many agencies struggle with determining whether they’re monitoring the most appropriate key performance indicators (KPIs) to calculate their clients’ return on investment (ROI). Thankfully, the answer can be found in the form of call tracking.

Metrics 40

Metrics Advertising Journey mapping Telemarketing 40

OctopusTech

FEBRUARY 12, 2021

The primary and most obvious answer to the question lies in the customer journey map. This is the graphical representation of the customer journey that shows the customer’s interaction with the company from the point of contact at the initial stage to the stage of satisfaction and purchase.

outsourcing 62

outsourcing Customer Support Journey mapping CRM 62

Taylor Reach Group

JULY 6, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. Complaints about telemarketers and scammers have steadily increased in recent years, with robocalls identified in the majority of cases. Interaction Analysis: The Take-Up of Interaction Analytics Is Expected to Rise.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58