Benchmark Journey mapping Multichannel Self service 
RichCall
SEPTEMBER 13, 2017
Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.
Comm100
FEBRUARY 13, 2018
What Does this Mean for Multichannel Efforts? One of the most significant ways that companies can remove obstacles and provide smooth experiences is through providing service to customers on the channel of their choice. For example, a common trend is the creation of Knowledge Bases (KBs) and self-service portals.
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COPC
MAY 16, 2018
This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. This can be done by plotting customer satisfaction and dissatisfaction scores in a CX Matrix as well as by exploring the current customer experience through customer journey mapping.
JustCall
FEBRUARY 13, 2023
Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents. 5 Capterra– 4.1/5
Comm100
FEBRUARY 16, 2018
Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. Free Download] Live Chat Benchmark Report 2018. Check out our annual benchmark report.
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