You have two ears and one mouth for a reason

Chris Joyce — Wed, 24 Aug 2016 17:20:11 +0000

I’ve seen the CX analytics industry grow up. We now live in an “and” world, not an “or” world. Years ago, one or two technologies might get you by. But things are so competitive now, customers rightly demand so much, the expectation is great CX everywhere. It is a fact of life for analytics pros to have behavioral and attitudinal and other observational technologies...

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Improving the Contact Center Customer Experience: The First Call Resolution Myth

Eric Head — Wed, 17 Jun 2015 12:44:42 +0000

Listening to the voice of the customer is key to improving the customer experience. But “listening to the voice of the customer” takes on a very literal meaning when it comes to the contact center. Whether customers are engaging with your organization via a live agent, IVR system, email, or live chat, the contact center creates a single point of vulnerability that has a large influence on a customer’s overall view of your company. This is especially true in today’s multichannel, multi-device world where consumers demand seamless experiences wherever and whenever they interact with your brand. Is your contact center experience living up to consumers’ heightened expectations?

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Customer experience analytics – ForeSee

You have two ears and one mouth for a reason

Improving the Contact Center Customer Experience: The First Call Resolution Myth