NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space?

Contact Center 0

Contact Center Call Center Average Handle Time Return on Investment 0

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space?

Contact Center 59

Contact Center Call Center Average Handle Time Return on Investment 59

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.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

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.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40