NobelBiz

FEBRUARY 15, 2023

To help you avoid these traps and successfully introduce your new customer communication channel, this article details the ins and out of this approach. Integration with your current software (CRM, API etc.) Measuring the Customer Effort Score (CES) per channel is also very important.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

Call Journey

OCTOBER 20, 2018

The answer is simple: businesses are investing in capturing and analyzing customer feedback. This trend is further spurred by the API economy and a rise of marketplaces such as AppFoundry, offering specialized, highly sophisticated, yet light solutions. Agent Script Adherence. What makes customers unhappy?

Scripts 45

Scripts Customer emotions industry standards Engineering 45

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Handpicked related content: How to measure customer experience beyond NPS ]. Getting Data into Pointillist.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. How the Pointillist Customer Journey Analytics Platform Enables Smooth Data Integration Raw data can be sent directly to Pointillist without requiring aggregations or roll-ups of any kind. 3rd Party APIs: Pointillist has a large number of connectors using 3rd party APIs.

Analytics 43

Analytics Metrics Government Journey mapping 43