Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). This includes finding self-service content in all the digital channels they use, as well as contacting support.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Vistio

JANUARY 13, 2022

What did that do for our customers? I love customer effort score, of course, as you can tell, I’m a huge fan of it, Matt Dixon and Rick DeLisi and the other author of “The Effortless Experience” here. I mean, it’s a brilliant question and that customer effort score represents a reality that is tangible.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

What did that do for our customers? I love customer effort score, of course, as you can tell, I’m a huge fan of it, Matt Dixon and Rick DeLisi and the other author of “The Effortless Experience” here. I mean, it’s a brilliant question and that customer effort score represents a reality that is tangible.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52