Magellan Solutions
MAY 16, 2024
Reporting and Analytics : Robust reporting and real-time analytics capabilities can drive pricing and provide valuable business insights. Quality Assurance : Stringent quality assurance measures like call monitoring and coaching can impact pricing but increase customer satisfaction.
CSM Magazine
DECEMBER 8, 2022
A customer experience strategy is a plan of action to improve the overall customer experience at every touch point in the customer journey, pre and post-sales. A solid CX strategy outlines defined goals and actionable steps to help analyze and optimize CX efforts to increase customer satisfaction overall.
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Uniphore
NOVEMBER 23, 2021
Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction.
Eptica
JULY 25, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. Analyzing at scale Brands interact with consumers millions of times every day. How to reduce Average Handling Time and improve quality.
Eptica
JUNE 13, 2018
But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). There are three main considerations to focus on: 1.
NICE inContact
NOVEMBER 1, 2017
If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.
NICE inContact
NOVEMBER 1, 2017
If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.
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