Playvox

APRIL 21, 2023

Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience. KPIs for voice and digital are very different, so it’s important to make sure you’re using metrics that map to the right channels and objectives.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

NICE inContact

NOVEMBER 26, 2018

Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights. Clearly the pendulum had swung too far in one direction and a total focus on cost reduction led to some notable hiccups in customer satisfaction and retention for early adopters.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Best Metric: CSAT. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Talkdesk

FEBRUARY 16, 2021

But to turn these initial gains into sustainable, long-term benefits and a competitive advantage, companies are going to have to move past survival mode and start to adopt CX best practices and technology. . You rely on outdated analytics and business success metrics.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139