SmartAction

MAY 6, 2019

Your live agents require access to customer data for the purposes of reading and recording data to support their linear processes. The more pieces of information that are provided to virtual customer assistant, the better! Integration to customers’ personal information is table-stakes for a good CX.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

SmartAction

MAY 6, 2019

Your live agents require access to customer data for the purposes of reading and recording data to support their linear processes. The more pieces of information that are provided to virtual customer assistant, the better! Integration to customers’ personal information is table-stakes for a good CX.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Pointillist

JULY 25, 2018

Do they track customer journeys? Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? Pick a mix of financial, customer and operational metrics. Customer Effort Score(CES).

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Do they track customer journeys? Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? Pick a mix of financial, customer and operational metrics. This process typically takes 1-2 days.

Analytics 43

Analytics Metrics Government Journey mapping 43