Aspect
AUGUST 26, 2019
The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.
DMG Consulting
APRIL 16, 2019
Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers.
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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