Role of Data and Analytics in Improving Customer Engagement

Data is a priceless asset for businesses. It has always been around, but perhaps people realized its overwhelming significance in the last decade. Researchers, data analysts, and scientists — in fact, anybody who works with data unanimously agrees that procuring and using accurate data is not easy. But that does not deter people from using it.

In every aspect of our lives, we give and take a lot of information. We work with data when going about our duties, performing tasks, or doing any activity. We may not realize it, but a lot of information exchange occurs. Human beings work with data on a macro as well as micro-level. It is no surprise that data is referred to as the oil of the 21st century. Companies that do not use data and analytics will not be able to survive.

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10 Essential Customer Service KPIs You Need To Track Now

From a customer’s perspective, customer service is an experiential process, and so, it’s difficult to quantify. It can be either good or bad, fast or slow, helpful or unhelpful, among other factors.

However, for organizations, it’s a different game altogether. With the availability of sophisticated customer service analytics and reporting tools, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.

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Exceptional Customer Service: 5 Tips for CX Leaders

At a time when customer experience (CX) is the single most exciting opportunity for brands globally, contact centers and agents, particularly will play a vital role in helping organizations unleash the true promise of CX.

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Succeeding With Remote Agent Onboarding in 2020

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Discover, the Easy-to-Use Analytics Tool by ThinkOwl

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