The most comprehensive CX Analytics solutions merge speech and text analysis with the metadata elements needed to manage efficiencies including handle time, talk time, transfers, etc. Low-performing agents and their calls can be identified in seconds, and pivoting to speech analysis exposes specific areas that require further coaching and training.
This article explains how voice technology is improving and advancing customer experience metrics such as Net Promoter Scores and Customer Satisfaction Scores.
First contact resolution (FCR) is a crucial metric for customer satisfaction. One of the main ways customers evaluate positive experiences with businesses is their ability to resolve an issue the first time they connect with customer service. Improving FCR in your contact centre can help differentiate your business, drive revenues, and increase customer loyalty. In […]
Five factors – belonging, trust, hospitality, empowerment, and community – drive Airbnb’s remarkable success, according to customer experience expert Joseph A. Michelli. He reports that the company tries to encourage people to see one another as trustworthy and to foster the concept that travelers can experience a sense of belonging everywhere. To that end, he […]
Against a backdrop of product commoditization and concerns about the perils of price wars, the customer experience has emerged as the de facto focus for competitive differentiation. But for this to be achieved, organizations need to explore not only how they can improve their customer experiences at a rate that exceeds that of the competition, […]
Building a Voice of Customer (VoC) program has become a priority for many brands, as it can help them deepen customer relationships, improve experiences, and create new products and services. This article includes answers to the most common VoC questions and explains how to execute a Voice of Customer program that is customer-centric and actionable. […]