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Performance Management Bridges the Divide Between Big Data and Big Knowledge

Aspect

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Many contact centers don’t use a formal Performance Management tool, and many are not using the tool they do have in an effective way.

Big data 102
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5 Best Practices to Improve Business Efficiency

CSM Magazine

The third step is to create a customer journey map. This is a visual representation of the customer’s journey from the initial thought to the decisive action. A customer experience map typically incorporates all the touchpoints a customer experiences. Focusing on Quality Management.

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Never Lose Sight Of The Customers – Sue Duris, Director of Customer Experience & Marketing, M4 Communications, Inc.

Customer Guru

Employee engagement, customer journey mapping, omnichannel customer experience, win/loss analysis, and customer success are a few of her many areas of expertise. In your journey so far, which is the one CX initiative you had pioneered that you are proud of the most? It’s the axis on which our company revolves and evolves.

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Improve call center customer experience

Global Response

Quality Assurance measures the quality of an agent’s assistance and etiquette during a call. In order to measure this, you’ll need to develop a checklist of factors that will comprise your quality assurance measurement, and then have a quality management team or quality assurance manager listen to recorded calls to assess the quality.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

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 Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)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.

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B2B Customer Experience Governance

ClearAction

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps.

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Customer Experience Quality & Training – How to Build a Winning Framework within Your Organization

Comm100

But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Quality Management Framework. Download Now. Convenience.