A WOW CUSTOMER JOURNEY! Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide
Empowering contact center excellence for 30 years!

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

Author: ICMI Research

Publisher: ICMI

Price: $99

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

QuickPoll

Do you currently hold your Supervisors and Agents accountable for AHT and if so, how?

Both Supervisors & Agents are held to an Average Handle Time target
Both Supervisors & Agents are held to separate Talk Time and After Call Work targets
Both Supervisors & Agents are held to just a Talk Time target
Both Supervisors & Agents are held to just an After Call Work target
Only Supervisors hold a target for AHT or separate Talk & After Call targets and it does not appear on the Agents scorecard
Neither Supervisors or Agents are held to either AHT or separate Talk & After Call targets
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