No more hunches. Analyze every interaction to improve customer loyalty, retain employees, improve selling and understand your audience.
For Enterprise Interactions
Why did customers connect?
First Contact Resolution
How many must repeat their interaction and why?
Are we meeting legal requirements?
Did we handle customers appropriately?
What offer has the best close rate? How well do we spot buy signals? Churn likelihood?
News & Views Blog
Welcome to the new year, and to the continued acceleration of innovation as the CX technology landscape continues to evolve – and the value of customer data continues to rise.
Heading into 2019, year-end trendspotting is surfacing predictions for the future of nearly every form of technology, and after years of software disruption in the contact center, customer engagement and customer experience industry…
It’s a combination of great people and great technology that’s changing the world of customer engagement and delivering personalized, highly effective customer experiences.
It’s been over twenty years since the U.S. Congress passed the Health Insurance Portability and Accountability Act (HIPAA).
Sampling customer experiences is not new. It’s also not enough given advances in software that provides a more complete, continuous view. Interpretation is a challenge.
Canada’s federal watchdog for telecom complaints, the Commission for Complaints for Telecom-Television Services, said last month it is prepared to handle increasing complaints in the coming new year.
Converting Customer Analytics into Corporate Performance Improvements: Don’t Stop at Data Collection
There’s no question that successful brands are investing in collecting data on existing customers to retain them and grow their business through deeper customer loyalty. Information harnessed in those brands’ contact centers is growing exponentially, but how is that data being analyzed and used, in real time to improve interactions between agents and customers, and over time to bring valuable insights to product, marketing and executive teams for the improvement of overall corporate performance?
The contact center industry has long been driven by analytics, capturing oceans of data based on everything from menus to call detail records, tracking inbound, outbound, multichannel and blended interactions with reporting that can be pulled up into the highest-level views – then drilled down into nearly microscopic agent views.
Contact centers have evolved dramatically and as we head into 2019, we’re seeing an acceleration of innovation being driven by a confluence of factors, including the move to the cloud, the advancement of AI, analytics and big data, and changes in the regulatory environment.