Noble Systems

JUNE 2, 2020

Sophisticated technologies and call center management software solutions have become increasingly important in helping companies provide consistently great experiences for their contact center customers. Contact center management automation can help companies target a number of critical initiatives to overall performance.

Call Center 80

Call Center Management Contact Center First call resolution 80

Mindtouch

AUGUST 21, 2019

And today’s customers don’t simply want easy access to relevant information—they demand it. This puts knowledge management square in the spotlight. Because prioritizing customer experience is one thing, but managing to deliver timely content in the various channels that comprise this customer experience is another challenge altogether.

Management 88

Management Self service Chief Customer Officer Chatbots 88

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process.

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

aircall

JULY 7, 2021

Call center analytics collects information from all your customer interactions, analyzes it, and turns it into actionable insights. 6 Types of Call Center Analytics. At the same time, call center speech analytics alert call center managers when they need to step in and de-escalate the situation.

Call Center 62

Call Center Analytics Self service Sales 62

Pointillist

JULY 25, 2018

The Champion may or may not be the Project Manager (if not, then make sure to recruit an experienced project manager to organize the project and keep everything on track!). Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES).

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

The Champion may or may not be the Project Manager (if not, then make sure to recruit an experienced project manager to organize the project and keep everything on track!). Customer journey analytics is a discipline, not a technology, and to truly reap its benefits, you need to build organizational readiness.

Analytics 43

Analytics Metrics Government Journey mapping 43