Pointillist

MARCH 1, 2019

In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics?

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

Pointillist

MARCH 1, 2019

In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. Customer journey analytics is a far more accurate way to understand what’s really happening during customer service journeys and where the failure points are.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40