PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Online chat is another part of modern contact centers.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

JULY 17, 2018

visit to store, call to contact center, visit to website). They also can include questions about customers’ experience with competing brands and identify gaps compared to these competitors. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Measurement 210

Measurement CEM Telecommunications Wireless 210

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. Here’s how this typically works. For example, how fast was the check-in? How long was the line?

Feedback 72

Feedback CEM Hotels Software 72