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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?
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...
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
Announcing AI-enabled Quality Assurance and Workforce Management in Pathlight! Pathlight’s Performance Intelligence combined with Workforce Management and QA ensures quality engagements while boosting CX team efficiency and performance
By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard . The COPC CX Standard is a comprehensive performance management system designed to improve operations that support the customer experience
Avoiding siloed products by choosing an all-in-one solution that includes call recording, quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact center leaders can see all critical data on a single unified dashboard
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
Transform Vendor Management into Partnership Success Your vendors are an extension of your brand...This means that the traditional vendor management approach needs to evolve
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