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. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. What are the goals and timing for the CEM program? INTRODUCTION.
Call Experts
JULY 28, 2022
Some contact centers even include sophisticated features that enable them to distribute calls efficiently and provide exceptional customer service. For example, interactive voice response ( IVR ) can help boost first-call resolution by routing calls to the most knowledgeable agent.
Clarabridge
MARCH 15, 2017
CEM Evangelist. You need to crush contact center silos if you are serious about putting the customer first. One team may be looking at call analytics, such as average response time or first call resolution. By Lorraine Schumacher. Bring your contact center into the CX fold. Work across departments.
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