Tethr

DECEMBER 23, 2020

2020 was a rough year—and that’s putting it mildly. As we take a look back at all the challenges of the past year, it’s impossible not to wonder what the future holds for us, especially here in the customer experience (CX) world. Growth of Agent Empowerment . This pattern is likely to only continue in 2021. .

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

SharpenCX

MAY 6, 2021

Focusing on metrics that impact your customer happiness in the biggest ways helps you find gaps and pains in your customer journey, so you can fix them. 5 Metrics to Understand then Improve Customer Satisfaction for Better ROI . Customer Effort Score . Because customer effort predicts customer loyalty.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

pindrop

FEBRUARY 12, 2020

Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? Here are five areas to quickly assess how your business is doing in a CX driven world of 2020. . CRM tools are the crown jewel of customer interaction. Check for Agent Empowerment .

Contact Center 52

Contact Center Customer Experience Agent Empowerment Call flow 52