Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. The post Performance Management Bridges the Divide Between Big Data and Big Knowledge appeared first on Aspect Blogs.

Big data 102

Big data Management Journey mapping Contact Center 102

REVE Chat Blog

FEBRUARY 12, 2020

As per the PwC survey , 15% of banking customers were mobile-dominant. Educate customers – With proper customer education, banks can give their customers a better education about the products and services so that they make better financial decisions. What would motivate them to move to the next stage of the journey?

Banking 76

Banking Customer Experience Chatbots Big data 76

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

Taylor Reach Group

MAY 30, 2017

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.

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

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.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40