ClearAction

JULY 23, 2023

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps.

Government 62

Government B2B Customer Experience Enterprise 62

DMG Consulting

APRIL 16, 2019

Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

AUGUST 21, 2018

By using our comprehensive reports and real-time transcripts, coupled with quality management audits and chatbot/agent training, you will be able to tackle metrics gaps between bot-lead and human-led service, creating a customer service experience that is stronger and more cohesive than ever.

Metrics 45

Metrics Chatbots Average Handle Time Wait times 45

Comm100

AUGUST 21, 2018

By using our comprehensive reports and real-time transcripts, coupled with quality management audits and chatbot/agent training, you will be able to tackle metrics gaps between bot-lead and human-led service, creating a customer service experience that is stronger and more cohesive than ever.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Global Response

MARCH 18, 2022

Quality Assurance measures the quality of an agent’s assistance and etiquette during a call. In order to measure this, you’ll need to develop a checklist of factors that will comprise your quality assurance measurement, and then have a quality management team or quality assurance manager listen to recorded calls to assess the quality.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

Answer Dash

APRIL 16, 2019

A useful analysis among the executive team is to apply lenses of metrics and business value levers to your customer journey map,” suggests Magers. She is an AMA Professional Certified Marketer, ASQ Certified Quality Manager, Certified Practitioner of Myers-Briggs Type Indicator, and CXPA Certified Customer Experience Professional.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76