CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. Capture every possible insight, distribute the relevant ones. A further 10.2%

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Picking up on the loudest customer frustrations and striving to resolve these will have the biggest impact on CX. Make data insights actionable to drive tangible business value. Is it agent availability?

Call Recording 52

Call Recording 2023 2022 Customer Centricity 52

Pointillist

OCTOBER 22, 2018

Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Find Insights Across Customer Journeys.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40