Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction

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With the rapid expansion of multichannel service, the importance of end-to-end customer experience visibility cannot be overstated.  According to recent research from Ovum, 74% of consumers use at least three contact center channels for customer service-related issues, and 44% of consumers prefer non-voice channels.

This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels in particular and learn how to avoid the top five pitfalls of social media in the contact center:

  • Social media channels in isolation
  • Viewing social media as a panacea
  • Insufficient staffing and service-level planning
  • And 2 more
Vendor:
Five9
Posted:
14 Mar 2014
Published:
14 Mar 2014
Format:
PDF
Length:
16 Page(s)
Type:
eGuide
Language:
English
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