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CX Analytics For Contact Center Efficiencies

How to Boost Contact Center Efficiencies with Customer Experience Analytics.

 

Customer Experience Analytics can provide contact centers with a significant advantage in the quest for efficiency optimization, although they are often overlooked by contact center leaders as being for the benefit of other departments.

The most comprehensive CX Analytics solutions merge speech and text analysis with the metadata elements needed to manage efficiencies: handle time, talk time, transfers, etc. Low performing agents and their calls can be identified in seconds, and the ability to pivot to speech analysis exposes specific areas that require further coaching and training.

This paper explains why cross-channel analysis is critical to understanding the customer experience, and outlines the relative value of the most common and high-volume channels.

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The Difference Between CX and CFM

The Difference Between Customer Experience and Customer Feedback.

 

Most companies have deployed one or more technologies to capture customer feedback: NPS Surveys, CSAT Surveys, Point of Sale Surveys, Product Reviews and more have been around for decades.

However, companies that rely on solicited feedback like this as their only source of customer experience data are going to be left behind. Your customers already give you rich, actionable feedback thousands of times a day, and you don’t even have to ask for it.

Download this paper and learn how Customer Experience Analytics is helping businesses understand the voice of the customer and improve customer experience.

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Why Your Business Needs a CX Program

Why Your Business Needs a Voice of the Customer Program

And What To Look For In a Customer Experience Analytics Platform.

 

Your customers are generating mountains of data about their experience with your company every day, in the form of phone calls, chats, emails, web forms, product reviews, social media interactions, and surveys.How do you pull all that rich data together in a way that it can be analyzed as a unified whole – just like the customer experience it represents – and distribute your findings across the organization to those business units that can affect change?

Download this paper and learn how Customer Experience Analytics is helping businesses understand the voice of the customer and improve customer experience.

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Topbox Client Security Overview

A non-technical overview of Topbox’s data security policies and standards.

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