3CLogic

MAY 26, 2022

Define Your Goals With Customer Journey Mapping. Before researching potential contact center solutions, engage in customer journey mapping to understand the inherent needs of your unique customer base. Then when customers do make the call, they have a more streamlined customer experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Robert Davis

OCTOBER 12, 2017

Big data allows us to ingest more information from more sources, allowing for customer journey maps and more robust data to present to contact center leaders and front-line support. Is the supervisor, who was handling calls yesterday as an associate, getting the right training to effectively lead a team?

Contact Center 48

Contact Center Technology Journey mapping Big data 48

BlueOcean

JANUARY 22, 2019

If your consumer service agents are working from a one-size-fits-all call flow, consumers will notice, and they’ll likely leave the interaction feeling frustrated. Also read this: Customer Journey Mapping in the Contact Center. Get in touch if you want some info on how we do this.

Customer Experience 81

Customer Experience outsourcing Journey mapping Contact Center 81