Eptica

MARCH 11, 2020

Les jeunes générations sont moins friandes de l’appel et privilégient les solutions de self-service. Observatoire des Services Clients 2019, BVA Tags : canal voix, omnicanal, telephone, centre de contact, centre d'appel Catégories: Tendances & Marché. Faut-il craindre sa disparition ?

Self Service 75

Self Service Call Recording Communication Analytics 75

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Not surprisingly, along with an increase in chat is an increase in self-service overall. Analytics and Data Management.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Grade.us

MAY 28, 2019

Content Management Systems Design tools Analytics tools Call Tracking tools. Analytics tools. Google Analytics. Google is the de facto standard for web/marketing analytics. What's really helpful about Google analytics is the fact that it's designed to work with Google's suite of proprietary tools.

Tools 37

Tools Marketing Social Media Advertising 37

Avaya

MAY 20, 2019

Call recording? Speech and Text Analytics: Analyze what’s happening in customer conversations—be it voice- or text-based—to uncover where agents are struggling with things like limitations in applications, procedures, policies or anything else that prevents them from being the best they can be. Quality Management?

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

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