touch point methodology

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Future-proof your customer experience and mitigate the risks of outdated contact center technology

Published By: Genesys     Published Date: Jun 19, 2019
Success is defined by the quality of your customer relationships. Outdated infrastructure hinders your ability to deliver consistent service across all channels and touchpoints. With rising customer and business demands, you might not have time to wait and see what long-term options a vendor will offer, and when. Proven, market-leading customer experience solutions let you optimize customer engagement across existing channels. And with a partner who’s focused on both innovation and your success, you can future-proof your business as it evolves. Read this executive brief to learn how to incorporate an open, stable and proven customer experience platform—and provider. Discover the advantages of a proven prescriptive migration methodology that will guide your successful customer experience transformation, including: Establishing a solid foundation for customer engagement channels and touchpoints as they emerge Extending omnichannel engagement across departments and processes outside of
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Genesys

Best Practices in the Call Center: A Customer Touch-Point Methodology

Published By: Oracle     Published Date: Apr 05, 2013
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.
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contact center, oracle, call center, touch point methodology, face to face, contact center agents
    
Oracle
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