The Key to Understanding the Customer Journey

This whitepaper discusses how to use the event, transaction and interaction data you already have in your call center systems to gain new insights into the lifetime journey of your customers and as a result, answer these questions:

• Are you an easy company to do business with?
• What are all the steps your customer usually takes to purchase product, obtain service or resolve technical issues?
• Are you optimizing your operations around the right metrics and goals?
• What can you do to increase the positive business outcomes of your customer interactions?

Unfortunately, many organizations measure the wrong things. Too often organizations focus only on the operational aspects of events, transactions and interactions and not how they represent the customer engagements that make up the customer journey and define their experience. In the process, organizations miss the opportunity to improve sales and increase customer satisfaction.

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Customer Engagement Analytics in the Cloud

Learn how to use the event, transaction and interaction data you already have in your call center systems