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Cost-effective Customer Retention: The Business Benefits of Contact Center Testing
- Presented by Empirix
Contact center testing can help mitigate the risks associated with a number of common situations, including deploying new technologies within a deadline or upgrading existing systems or applications. By using a comprehensive testing process, organizations can cost-effectively ensure a high quality customer and agent experience, streamline vendor-interoperability in a new technology deployment, and handle scaling requirements efficiently. This whitepaper uses real-world scenarios to discuss the challenges facing today’s contact centers and realistic ways to handle them. With this information, it becomes easy to understand the true business value and cost-saving benefits of contact center testing.
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Going End-to-End: Measuring the True Experience of the Contact Center Agent
- Presented by Empirix
In order to get a complete picture of your customer’s experience with your contact center, you need to validate contact not only from the customer’s perspective, but from the agent’s point of view as well. In other words, you need to look at the experience from end-to-end. This whitepaper discusses the importance of end-to-end testing and monitoring in understanding the true customer experience and ensuring the agent experience, how end-to-end testing can be implemented, and how it can help optimize the performance of your contact center.
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Improving the Contact Center Experience
- Presented by Empirix
By: Brian Gollaher, Senior Product Manager Empirix
In today’s challenging business environment, it is critical to manage customer satisfaction and keep costs under control while increasing business revenue-- a significant challenge for the contact center operations team. By monitoring the customer experience, you gain a clear understanding of customer perceptions. When this experience monitoring data is combined with infrastructure operating metrics, you have the comprehensive information needed to improve the customer experience while minimizing expenses. As a result, you can ensure that your expenditures achieve the intended results. In this white paper, you’ll learn how a multilayer monitoring approach can help you align your contact center operations with business goals.
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Internal Monitoring Isn’t Enough to Protect Your Brand & Customer Experiences
- Presented by IQ Services
When technology is the cornerstone of business operations and customer-facing initiatives, there is a need for lots of internal monitoring and boiled-down metrics to help ensure all the technology is working as expected and meeting internal standards. When customers are the cornerstone of business operations instead of technology, internal monitoring of technologies is still important. But the first, critical layer of monitoring focuses on the end-user customer or the outside-in perspective.
Download this white paper to learn how outside-in monitoring can help everyone in your business who cares about aligning brand promises and customer experiences – from IT and the contact center to marketing and upper management. After all, you don’t own your brand anymore. Customers do. So managing and monitoring end-user interactions from the critical customer perspective is more important than ever
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