Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

JULY 25, 2023

Data Collection: Beyond Just Conversations In a bustling call center environment, data collection is not a mere logging of interactions; it’s a comprehensive endeavor: Voice Recording: Every second of customer-agent dialogue is recorded.

Interaction 98

Interaction Analytics Call Center Contact Center 98

CSM Magazine

OCTOBER 30, 2019

CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers? Data is central to success when it comes to creating dynamic CX and actionable strategic business intelligence.

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40