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How to Improve Contact Center Optimization with Customer Journeys

Pointillist

SEPTEMBER 28, 2021

Once the company analyzed the entire setup journey, they realized that the majority of customers visited the FAQ page to self-serve, but leaked into agent-assisted channels to complete the process. By taking a journey-based approach, the wireless provider was able to improve the FAQ page.

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Contact Center Self service Metrics Analytics 40
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Contact Center Technologies 2017: find out what 23 experts say

RichCall

SEPTEMBER 13, 2017

This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017. This will also lead to increased self-service as customers will need to contact customer service less frequently when smart objects are able to diagnose their own issues.

Contact Center 64
Contact Center Technology Benchmark Chatbots 64
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