GlowTouch

DECEMBER 10, 2020

Which leads directly to the next consideration: Predictive analytics and machine learning: every interaction between a customer and a service agent contains numerous data points, whether this involves chat transcripts, phone call recordings, the questions or issues that are raised, and so forth. About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

NobelBiz

MARCH 23, 2022

And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. What is the expected ROI? The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Thematic

JANUARY 27, 2019

How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback. Unstructured data is data that isn’t stored in a fixed record length format. How to measure the ROI of initiatives based on insights from unstructured data. The overall result?

Data 59

Data Customer Service How To Contact Center 59

Pointillist

NOVEMBER 11, 2019

Integrate Structured Data with Unstructured Data Advanced customer journey analytics platforms integrate structured customer interaction data from your website, CRM system and other sources with your unstructured data from IVR systems, web chat transcripts, audio call recordings etc. Why is First Call Resolution So Important?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74