Explore resources to succeed on your CX journey.
Speech and text analytics help extract meaning from your contact center agents’ conversations with customers so you can better understand their needs and address them more effectively.
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Watch this webinar to take away actionable tips for a seamless move to the cloud from experts at SuccessKPI and ConvergeOne.
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Turn your Amazon Connect data into real-time insights and automated actions. SuccessKPI unifies your CX data, empowers business users with intuitive analytics, and drives measurable improvements in performance, efficiency, and customer experience.
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There are endless contact center metrics and KPIs that can be monitored but how much can they really tell you? Do you fully understand how to interpret them to affect positive change in your business? In this guide, we are going to look at the best contact center metrics and KPIs and show you how to leverage them to make data-driven decisions, demonstrate value to leadership, and reach both contact center and overall organizational goals.
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Conducted by Forrester Consulting on behalf of SuccessKPI, the commissioned study The Frustrating Journey to Cloud Contact Center Success indicates the move to the cloud has been a frustrating journey, and that the key to success is cloud toolsets that provide a single source of truth across data sources and enables advanced analytics and automation.
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The recent shift to cloud contact center environments has driven enterprise contact centers to make significant investments and strive to achieve varying levels of digital transformation. In many cases, the move to the cloud had its own internal rate of return in terms of end-of-life contract and platform issues, reduction of support staff, and costly on-premise hardware as well, as well as ongoing difficulty in making changes in legacy on-premise software operating environments.
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Business Process Outsourcing (BPO) organizations face a critical transformation opportunity. Despite the contact center industry evolving at warp speed since the onset of the global pandemic, the fundamental ways enterprises measure a successful BPO partnership remain steady. Meanwhile, technology is changing business operations at every turn. New technology, new regulations, and the expanding pressure to adopt cross-channel customer service solutions are making it more complex to deliver on the fundamentals. How can BPOs keep up, provide value, and ultimately, get the job done, all while also maintaining a positive work culture for agents and staff? In this white paper, we will provide guidance on how to evolve as a BPO contact center in the age of digital transformation.
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Take away action-oriented and insight-driven tips with State Collection Service Chief Information Officer Sameer Maini and SuccessKPI Senior Strategic Consultant Nathan Anderson.
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The initial hurdle is to bring the data into a unified view, but simply having access to observe what’s happening in a customer journey is not enough to move the needle for businesses.
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There’s a way to reduce the upheaval of your cloud migration while at the same time increasing visibility and understanding of both your customer journey and your operations: take your reports and dashboards with you!
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With the rise of digital channels, the explosion of data, and the ever-increasing customer expectations, there has been a visible shift to cloud contact center environments.
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With SuccessKPI, Comunikime was able to measure performance across 100% of calls at one percent of the previous cost of operation and gained new insights from the robust analytics layer.
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