CX Accelerator
FEBRUARY 12, 2018
Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can come from outside sources such as social channels, product review sites, or other online communities. It can even be in the form of free text responses in surveys.
UJET
MARCH 28, 2019
Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed. Customer support agents help customers resolve issues with the extra goal of building brand loyalty.
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CX Journey
NOVEMBER 28, 2018
Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.
InteractionMetrics
APRIL 16, 2024
For example: Competitive Edge Score shows where you stand in relation to other companies. Brand Compliance Score gauges the extent to which your interactions support the pillars of your brand. Customer Effort Score measures how easy it is to buy from you and get product and service support when needed.
Pointillist
MARCH 1, 2019
Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital.
Pointillist
MARCH 1, 2019
Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital.
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