InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Pointillist

NOVEMBER 18, 2021

Without understanding why customers use each product and gauging their level of success, it’s easy to incorrectly prioritize your product roadmap. Customer journeys take the guesswork out of understanding the impact and return on investment on digital product initiatives. Omnichannel Interaction Data is Siloed or Nonexistent.

Customer Journeys 45

Customer Journeys Self Service Customer Experience How To 45