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. Effective deployment of surveys by touchpoint.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

Call Recording 34

Call Recording Effort Score Metrics 2015 34

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. There are two types of Speech Analytics applications.

Contact Center 40

Contact Center 2018 Competitive Advantage Call Recording 40

Interactions

JANUARY 7, 2021

Watch our explainer video to see how voice biometrics work. Just as social media channels have become touch points for customer service, customers are likely to not only be comfortable communicating with enterprises on a video call but also leverage the multiple modalities for communicating with image and videos where appropriate.

2021 62

2021 Customer Experience Customer Journey Mapping Call Recording 62