Upstream Works

JANUARY 25, 2022

At the foundation of digital transformation for contact centers are the blending of human and self-service automated engagements to provide a continuous omnichannel CX. Understanding the Customer Journey. The entire customer journey is more important than any single touchpoint or experience.

Innovation 78

Innovation Contact Center Omnichannel Touchpoint 78

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. But it goes beyond enabling automation. And the list goes on.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Playvox

MAY 4, 2023

Customers today have higher expectations than ever before. Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. We owe that to our customers (and ourselves).

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? FCR) and average handle time (AHT).

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Think Customers

NOVEMBER 25, 2019

Speech analytics identifies not only the keywords, phrases, and emerging topics that are driving successful engagements, but also the cadence in which they should be said or written during the engagement. Every customer enters into the engagement with a unique set of thoughts and expectations.

Contact Center 64

Contact Center Average Handle Time Metrics Insights 64

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? What is Digital Omnichannel?

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Fox Metrics

FEBRUARY 26, 2021

The Epsilon Report shows that over 80% of customers are likely to buy when a company offers a personalized experience. The good news is that you already have most of what you need to personalize customers’ journeys. Customer service metrics like the first-person resolution can also be used to personalized customer experience.

Social Media 52

Social Media Customer Journey Average Handle Time Touchpoint 52

Fox Metrics

FEBRUARY 26, 2021

The Epsilon Report shows that over 80% of customers are likely to buy when a company offers a personalized experience. The good news is that you already have most of what you need to personalize customers’ journeys. Customer service metrics like the first-person resolution can also be used to personalized customer experience.

Social Media 52

Social Media Customer Journey Average Handle Time Touchpoint 52

Pointillist

JANUARY 25, 2019

In your customers’ eyes, choosing to contact your business is an important investment of their time. And how you engage with them shows whether you value their business. In fact, 77% of customers say that valuing their time is the most important thing companies can do to deliver good service.

Call Center 75

Call Center Metrics Definition Net Promoter Score 75