Call Journey

OCTOBER 20, 2018

Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. It was originally published on Genesys blog. When analyzed, contact center conversations constitute the ultimate source of knowledge about the customers.

Scripts 45

Scripts Customer emotions industry standards Engineering 45

Lumoa

FEBRUARY 16, 2023

Keeping up with industry standards or new trends. But you also need to maintain relationships with your customers. Continue to create meaningful connections with customers while still keeping your business profitable. Gather Analytics Insights Analyzing customer feedback is the most important part of the process.

Feedback 94

Feedback Best practices Analytics Surveys 94

Lumoa

FEBRUARY 9, 2023

By understanding the customer journey from their point of view, businesses can better tailor services and solutions that address customer pain points. Empathy maps typically include customer demographics, customer goals and needs, customer behavior, customer emotions, customer touchpoints, customer motivations and more.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178