Big data Journey mapping Multichannel Surveys 
VocalCom
JULY 30, 2018
In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Traditional surveys should also include free response sections that invite the customer to provide additional comments. Study social media habits and comments.
Comm100
FEBRUARY 16, 2018
Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). Practice customer journey mapping to see where in their journey your customers are coming across friction. Lots of ’em.
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