How does CX impact Call Centers?
20%
Companies that use tools like customer journey maps reduce their cost of service by 15-20%. (McKinsey)
84%
84% of customer service professionals say a “unified view” of customer information is key to providing a great experience. (Salesforce)
56%
56% of companies say “deriving real-time insights” is the top challenge of improving customer experience. (Forrester)
$1.6T
Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion. (Accenture)
Our experts partner with you to determine the key moments on your customer journey.
The way that customers feel about your brand is closely connected to the quality of their call center experiences.
With the Experience Management Platform (XMP), you can automatically capture and analyze call center interaction data, in real-time, to understand how customers feel at every key point of their customer journey, and use that data to drive employee engagement and service improvements.
Rank, reward and compensate with captured customer experience data.
Use CX data to benchmark employee performance, power leaderboards and improve employee engagement. Analyze the data and act on insights in order to drive employees to deliver the best customer experiences.