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CX Management and why it should matter to you - Telnet - ContactCenterWorld.com Blog

CX Management and why it should matter to you

Customer Experience Management

 

What is it?

Let’s break it down.

Customer Experience is the experience or feeling that customers get when they have an interaction with your business.

Why does it matter?

This is where Customer Experience Management plays a role in your business. The needs and wants of your customers will always be changing, as the experience should be.

The ‘management’ part of this is asking what your customers want and need from your business and then making sure that the ‘experience’ is catering to this. These needs change over time, and so should your approach.

Think about it, once you have a business up and running, are you still asking what the customer ‘wants’ or ‘needs’? Or are you keeping to your tried and true method and not changing the way you approach your Customer Service? This is something that needs to be managed to ensure that your business is changing the approach to Customer Experience, at the same rate as what needs are changing.

How can you utilize this?

When in business, it is easy to fall into the method that has worked for you since a long time ago. But, the world (customers) is something that is ever-changing and that same method or approach may not work anymore. This is a common pitfall for businesses, where they get surpassed by a newer and younger company that has done this investigation and know what the current market is expecting of you and your business.

Source: http://telnet.co.nz/uncategorized/cx-management-matter/

Publish Date: April 28, 2017 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

3.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

4.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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CX Management and why it should matter to youApril 28, 2017 5:00 AM
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