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So, if you don't necessarily have tag management within your website, you want to do that. Google Tag Manager and Google Analytics are usually core platforms
Today’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and lasting competitive advantages. According to a Harvard Business Review report, 44% of enterprises are acquiring new customers and increasing revenue as a result of adopting and integrating customer analytics, while 58% are seeing a significant increase in customer retention and loyalty. To improve your contact center operation, consider the many ways analytics can be put to use: Predict the success of a follow-up call: Understand customers’ buying history with predictive analytics and effectively determine customer intent before contacting them Analyze whole times to drive better customer experience: Are parties speaking over each other on a call?
And, in an era where everyone’s struggling to do more with less, it’s essential that organizations get their data and analytics right. The reason organizations struggle to scale, automate, and reduce their bottom line is often due to a multitude of data-related problems
There comes a point at which you’ve got to acknowledge that a long-accepted way of doing things is being upended. This can be due to advances in technology or changes in society or both. That’s precisely where we are in the world of customer service and support. But, it is not manifesting as a...
By giving customer service agents personalized, contextual assistance during customer interactions using Robotic Process Automation (RPA), and by using analytics to understand where they struggle and need help, your EX, and resulting CX, will be dramatically improved
09-15-2022 | 01:00 PM - 02:00 PM ET
With the rise of digital media, Big Data and AI-powered analytics, the era of bombarding consumers with generic promotional messaging is quickly coming to an end
Data annotation is the human-led process of adding metadata tags to mark up certain elements of text, images, audio and video clips
Empathy and connection can be present. [ 19:15 – 20:22 ] If your job is to connect with another human and you don’t even feel that you belong in your work environment, that’s not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 – 23:42 ] An IRL experience with a policy that was quite ‘anti-customer’ where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback
[ 17:48 – 18:42 ] The sequence of adoption, from early to late adopters and how this shows up among CX stakeholders. [ 22:24 – 23:12 ] Alignment is a bit of a buzzword now because we all understand what it means for company culture and how valuable it is, but it’s still hard to achieve because we all have our own sets of values
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