Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. Making Customer Journey Analytics Work for You. Ensure continuous improvement.

Big data 66

Big data Customer Experience Analytics Self service 66

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. Years ago, the term “Big Data” became popular. I came up with the concept of “Micro Data,” which is about very personalized information about a smaller set of customers.

Customer Service 176

Customer Service Advertising B2C Big data 176

DMG Consulting

APRIL 10, 2017

This includes branch/storefront, back office, in-person sales, website, social media, and contact center activities (including interactive voice response, web self-service, live agent, text, and chat). CJA’S Role in the Market. This is the kind of knowledge that enterprises have been seeking for generations.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • ROI Of Customer Service & Customer Experience. •

CRM 40

CRM Automotive Analytics Big data 40

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48