The process of analyzing customer interactions across all touchpoints to identify trends, pain points, and opportunities for improvement throughout the customer journey, driving better business outcomes.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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