Remove Big data Remove Journey mapping Remove Self service Remove Surveys

Performance Management Bridges the Divide Between Big Data and Big Knowledge


There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. The big challenge is to distill the most important elements of this disaggregated, unmanageable information into a form that can be easily understood by the agent, supervisor and manager, so it ultimately becomes personal knowledge that results in positive action.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

The service economy has undergone many changes, all of which benefit from real-time capabilities. 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. However, AI-enabled contact centers are the next phase for service organizations.


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How to Improve Digital Customer Experience in Banking

REVE Chat Blog

According to Accenture Banking 2020 , more than 30% of consumers switched their bank providers in the past 6 to 12 months due to good competitive pricing, high customer service quality or good value for money. Customers are being more demanding from their financial service providers.

Four Top Trends for Contact Centers

Taylor Reach Group

Self-learning email management platforms to recommend responses based on past responses to a set of keywords is similarly ’long in the tooth’. . . More than two decades ago when IVR self-service first became a mainstream solution, we first gained the ability to complete a transaction without human involvement. Telephone banking was one of the first self-serve interactions that most of us experienced. Customer Experience (CX) & Customer Journey Maps (CJMs). .

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. While shifts in customer service trends tend to happen gradually, by keeping an eye on what is changing – and what is staying the same – your business will always be up to date on the latest industry developments. There are other implications to this new customer service trend. Customer Service