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NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?

Numbers don’t lie. Or do they? Net Promoter Scores (NPS) and similar measures are often touted as valuable tools for keeping a finger on the pulse of customer satisfaction and improving the customer experience. And they are – but relying on this data alone fails to paint the full picture that today’s contact centers need […]

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What Are Customer Satisfaction Rating & Importance Scales? Challenges and Best Practices for Using Customer Satisfaction Rating & Importance Scales

A Definition of Customer Satisfaction Rating & Importance Scales  As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves. For call centers, customer satisfaction is key to performance and success, so having an accurate picture of satisfaction levels is critical. To get a […]

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What is Service Delivery Optimization?

A Definition of Service Delivery Optimization While you may like to think that your call center handles the majority of your customer service, the truth is that activities that impact the customer experience happen across your organization and its various channels. As organizations face the challenge of so many employees outside the contact center handling […]

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What is Omnichannel Customer Engagement?

A Definition of Omnichannel Customer Engagement Customers do not take a linear path to organizations anymore. Rather, they engage with companies on multiple channels and across channels while pausing and resuming their journey along the way. We know that customers conduct online searches and visit websites before they make their first phone call, and we […]

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What is Customer Journey Mapping? How It Works, Challenges, Benefits, and More

A Definition of Customer Journey Mapping Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes from the first exposure to a brand or company through the final purchase – sometimes including the post-purchase experience as well. It’s a flexible technique, allowing marketers to use several tools and […]

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46 Marketing Pros and Customer Experience Experts Reveal the Most Important Considerations for Businesses When Getting Started with Customer Journey Mapping

Customer journey mapping is an important step in gaining an understanding of how your prospects and customers interact with your company from the initial contact to engagement, purchase, and beyond. But in the age of digital media, there are myriad channels through which a prospect can be introduced to a new business, various points through […]

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Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

Post by: Frank Sherlock, VP, International, Sales It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword. I just attended the CCW 2017 Conference (https://www.ccweurope.com/) and the main theme:  NextGen Customer Contact: Delivering a connected customer journey through digital and omnichannel, seems to confirm this notion.  Consumers expect more […]

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How Companies Can Best Leverage Customer Data

In today’s fast-paced, consumer-driven marketplace, customer communications channels abound.  Gone are the days of simply picking up the phone and contacting customer service.  Instead, customers communicate with companies through numerous channels, including social media, email, live chat, and more. So what does this mean for companies looking to provide optimal customer experiences? In order to […]

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LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics

In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […]

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5 Tips on How to Improve Customer Engagement in the Contact Center

Let’s face it: Competition is fierce in today’s customer-centric marketplace. Businesses that prioritize the customer experience stand to reap the rewards: improved customer retention and loyalty, positive word-of-mouth marketing, increased company revenues, etc. Companies that don’t may find they’re losing business to their competitors. To shed light on how organizations can optimize customer experiences across […]

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Infographic: How Contact Centers Use Interaction Analytics

In today’s competitive, customer-centric marketplace, leading-edge organizations are prioritizing the customer experience in an effort to prevent customer churn and improve loyalty. With the proliferation of digital channels and the corresponding increase in consumer expectations, however, contact centers are faced with the challenge of developing a unified view of the customer across channels. This is […]

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Big Picture: What Is Contact Center Analytics?

By definition, “big picture” involves getting the entire perspective on a situation or issue. Big picture can mean many different things but most commonly refers to a depth of understanding that translates to a certain mastery over a topic or issue. For contact centers, developing a big picture understanding of customer interactions across the entire […]

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5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

In today’s multichannel digital landscape, the question isn’t just “Which channels are my customers using?” but “How many different channels are my customers using?” As noted in an SAS article on indirect and direct communications channels, multichannel marketing is important for one very simple reason: You must be where your customers are. For call centers, […]

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