CX Accelerator

FEBRUARY 12, 2018

VoC programs provide the intel that companies need to determine customer needs and wants, how customers value products and services so they know how to improve them, identify gaps in the customer journey and opportunities to refine processes, etc. But that’s not all. Set up listening posts where it matters.

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

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

Pointillist

MARCH 1, 2019

In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics?

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. Employ Customer Journey Analytics Customer journey analytics can be the breakthrough that call centers need in order to deeply understand customer service journeys.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40