Remove Document Remove Management Remove Metrics
article thumbnail

Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. While both models involve managing customer interactions across various channels, there are distinct differences in their approaches. What is an Omnichannel Contact Center?

article thumbnail

Metrics Killed the Customer Experience Star

Experience Investigators by 360Connext

And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. While this is a specific example, it is typically indicative of how talent management and client communications are handled. ” I beg to differ.

Metrics 252
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Using Customer Satisfaction Metrics: NPS Best Practices

Totango

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . Document how long onboarding takes.

article thumbnail

Conversational Analytics: Powerful Data Behind Business Transformation

InMoment XI

Compliance and Risk Management By monitoring conversations, conversation analytics can detect potential compliance issues, such as the use of inappropriate language or the disclosure of sensitive information. Impact Analysis : Identify key factors and opportunities that have the most significant influence on your metrics.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

article thumbnail

Making Sense of Customer Experience Metrics

PeopleMetrics

And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents. We'll also go over customer experience management solutions, including Voice of the Customer programs. Technology has created a new age. 42 points worth!).

Metrics 87
article thumbnail

4 Tactics to Building and Managing Customer Success with Allison Pickens

Customer Bliss

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. Unite Leaders Under A Shared Vision and Performance Metrics.