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How do channels like e-mail, chat, Twitter and Facebook impact the agent

Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem's blog. In an effort to provide better customer service, contact centers have added more channels of communication. But how do channels like e-mail, chat, Twitter and Facebook impact the agent? Ultimately, it’s a balancing act, says Jim Rembach, senior vice president [...]

Agent desktop analytics delivers what CRM can’t

We've talked a lot lately about our advisory and managed analytic service solutions that look at external sources of data, like social media and customer conversations.  But just as important are those internal sources that are often overlooked.  Today, we announced the availability of Desktop Activity BI (Business Intelligence), a service solution that delivers targeted [...]

By | 2016-12-05T15:14:58+00:00 April 26th, 2012|Analytics, Customer Experience, Desktop Analytics|1 Comment