CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. He is a leader in the “CX Ohio” community and CXPA Columbus Chapter.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

NobelBiz

MAY 25, 2023

What are Customer Data Platforms A Customer Data Platform or CDP is software that aggregates and organizes customer data across various touchpoints and channels into a single, unified database. By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service.

Call Center 98

Call Center Software Data Contact Center 98

CSM Magazine

APRIL 12, 2023

The native cloud-to-cloud integration with Genesys Cloud CX ensures the security, reliability, and scalability needed to future-proof the contact center and meet the needs of a mobile and global workforce. Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

VDS

MAY 6, 2020

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. He is a leader in the “CX Ohio” community and CXPA Columbus Chapter.

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. 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

Experience Matters

APRIL 7, 2015

We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit has once more managed to produce a remarkable new version of Horizons. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. 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

eGain Blogs

MAY 18, 2022

In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints. But why is it that we’re still not seeing the ROI that we made those commitments for?

Self Service 90

Self Service Government Case Study ROI 90

Thematic

NOVEMBER 13, 2018

With VOC programs, organizations are able to make highly-informed strategic decisions that contribute to a positive return on investment and ultimately an improved customer experience. Demonstrate strategic ROI for customer experience value. Strategic ROI takes into account the broader picture of your overall growth and cost.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101