A WOW CUSTOMER JOURNEY! Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide

Author: ICMI Research

Publisher: ICMI

Price: $199

Number of Pages: 35

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It’s the data that powers the best customer experience. Organizations need to understand what, where and when the customer needs assistance – it’s the 360-degree view – the customer journey map.

With today’s always-connected customer, a WOW experience may no longer mean going ‘above and beyond’. It oftentimes means simply providing a fast, anytime, and anyplace interaction. Customers want relevant and personal conversations in real-time and through their channel of choice. They also want the company and the contact center agent to be able to anticipate their needs and act proactively where possible. More and more experts are saying that the only way to truly provide WOW in the multichannel contact center is through data and analytics. It’s the data that powers the best customer experience.

In the late Summer of 2013, the International Customer Management Institute (ICMI) conducted a research study to better understand how contact centers are turning big data into actionable data.

This new research, along with other current ICMI data, will provide contact center professionals the materials they need to properly map their customer journey and plan their multichannel data enhancements for 2014. To be competitive, organizations must better use customer and agent analytics and be able to react to them quickly and efficiently.

Purchase this report and best practices guide to gain insight into Understanding Data, and uncover the following:

  • The right data to collect and manage
  • The link between employee engagement and customer experience
  • How to improve agent productivity and efficiency through better data
  • Keys to improving customer engagement
  • Closing the loop with analytics
  • The impact of actionable data

 The ICMI Expert Spotlight accompaniments provide advice on two key aspects of actionable data – Fine Tuning Your Contact Center through the Innovative Use of Metrics and Reporting Contact Center Activity. By using contact center data as a solution, rather than an output, an organization is equipped to truly make improvements across all facets of the customer journey.

By using contact center data as a solution, rather than an output, an organization is equipped to truly make improvements across all facets of the customer journey.



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Topics: Metrics

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