Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Drive Agent Satisfaction to Drive Customer Loyalty. Educating, engaging and empowering employees. Getting rid of outdated EX metrics and KPIs. Download eBook. And there’s no going back.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. However, the two main components are Quality Management and Workforce Management. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Company Consensus: Getting managers on Board. HOW CAN YOU ENSURE THAT MANAGEMENT IS ON-BOARD? INTRODUCTION.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Qualtrics

JULY 15, 2020

However, when tech companies get experience management (XM) right, they’re richly rewarded. Each of these factors means that the entire organization does not have access to the data and insights that can ultimately empower agile decision-making, strategic change, and measurable business outcomes. Employee Experience (EX) is crucial.

Company 26

Company Management Innovation Entertainment 26