开通会员限时优惠

登录 | 注册

全部分类

其他报告

类型:

Talkdesk：2022年四步启动健康保险测量之旅报告（英文版）

Measuring customer experience with Voice of Customer (VoC) metrics, such as Net Promoter Score (NPS), is considered a best practice for companies of any size. But it has its limitations. Let’s examine three significant reasons why traditional survey ...

2024-12-24 103 3.92MB 23页
Talkdesk：2022年七个关键的客户旅程-进行衡量和优化报告（英文版）

Customer journey management is a proven approach to delivering the seamless experiences your customers demand. Rather than optimizing single interactions at each touchpoint, customer journey management focuses on the journeys customers take as they s...

2024-12-24 54 10.92MB 27页
Talkdesk：2022年云端接触中心解决方案的内部指南报告（英文版）

Having technology provided and managed by a third-party away from a customer's premises is not a new idea, with service bureaux and ASPs (application service providers) being around for many years. PBX functionality through Centrex has been avail...

2024-12-24 45 1.95MB 87页
Talkdesk：2022年如何通过客户旅程改善体验和提升绩效报告（英文版）

If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance. But when it comes ...

2024-12-24 38 4.75MB 20页
Talkdesk：2022年客户旅程管理报告（英文版）

Customer journey management focuses on the paths your customers take as they seek to achieve a goal, rather than optimizing single interactions at each touchpoint. It’s a shift in mindset that enables you to not only measure, monitor and optimize CX,...

2024-12-24 40 2.81MB 29页
Talkdesk：2022年如何从个性化到旅程编排报告（英文版）

Customer journey orchestration is an approach journey-centric enterprises use to improve outcomes in real time. It allows companies to deliver the most relevant actions that reflect the context of each customer’s goals and their overall experiences. ...

2024-12-24 42 5.63MB 24页
Talkdesk：2022年零售商分享：如何建立更好的客户关系报告（英文版）

To continuously maintain and increase profits, retailers need to build brand equity and cultivate customer loyalty. This means staying relevant to their target customers while providing them with easy, empathetic experiences. But customer service and...

2024-12-24 44 2.58MB 13页
Talkdesk：2021年如何通过客户旅程改善体验和提升绩效报告（英文版）

If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance. But when it comes ...

2024-12-24 45 1.69MB 20页
Talkdesk：2021年追求无缝体验回到基本报告（英文版）

According to a Wunderman Thompson study, 42% of customers now value a seamless experience as their “top expectation” when interacting with a brand. As Andrew Small, director of digital workplace at BT who was interviewed as part of our research, expl...

2024-12-24 53 10.78MB 16页
Talkdesk：2021年实用指南构建更好的客户体验转型商业案例报告（英文版）

Building a business case seems straightforward: Propose a solution, include a clear cost-benefit analysis and outline the implementation. Convince your executive sponsor to sign off and you’re on your way. But nothing in the experience economy is tha...

2024-12-24 38 7.28MB 32页
Talkdesk：2021年八个由客户旅程推动的联系中心优化用例报告（英文版）

When your customers need support, they expect to have a great experience no matter which channel they use. The Head of Call Centers at Barmer GEK, a leading German health insurer, said it best: “Our customers increasingly expect to be able to interac...

2024-12-24 67 1.12MB 17页
Talkdesk：2021年同理心的商业价值报告（英文版）

A new paradigm for 21st-century companies In the age of 24/7 social media, Amazon reviews, and online forums where both customers and employees can vent their frustrations and gripes, companies offering a poor-quality experience are quickly punished....

2024-12-24 43 2.61MB 28页
Talkdesk：2021年零售业客户体验现状报告（英文版）

Retailers today are focused on building personalized, seamless and streamlined customer experiences. Nearly three-quarters of C-level executives in the retail industry said that improving customer experience (CX) is one of their short-term goals over...

2024-12-24 56 2.95MB 18页
Talkdesk：2021年加速银行数字化转型的五个阶段报告（英文版）

The COVID-19 pandemic pushed consumers online. And with that, more people looked to digital banking tools as a safe and easy way to manage their finances from anywhere. For many financial services providers, this mass migration online has created unp...

2024-12-24 51 1.97MB 10页
Talkdesk：2021年数字参与最佳实践报告（英文版）

Millions of customer support agents have been forced to work remotely. And many companies are determining if these agents should return to the contact center, keep working remotely or establish a more flexible hybrid approach. Contact centers now fac...

2024-12-24 40 6.06MB 16页
Talkdesk：2021年客户体验研究报告（英文版）

The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). This is the second global survey, executed in April and May 2021 on behalf of Genesys by an independent research firm. It inc...

2024-12-24 47 3.22MB 56页
Talkdesk：2021年人工智能时代来临：以客户和员工为中心的数据驱动旅程报告（英文版）

As deployment of AI in customer journeys matures, so does the way in which executives see the technology’s role. Increasingly, AI is coming to be seen not as a ‘robot replacement’ for human interactions, but rather as a ‘helper’, enabling customer se...

2024-12-24 62 812.4KB 23页
Talkdesk：2021年IT专业人士的建数据驱动的体验指南报告（英文版）

In recent years, smart companies have seen significant value from using artificial intelligence (AI) technologies to boost their customer experience (CX) offering. Encouraged by these signs of success, smart companies are now motivated to use AI for ...

2024-12-24 34 812.4KB 23页
Talkdesk：2021年面向业务用户的指南：数据驱动的客户体验报告（英文版）

AI comes of age: Putting customers and employees at the heart of data-driven journeys is an article from Economist Impact, sponsored by Genesys. Using a survey of 750 senior customer service, marketing and sales executives worldwide and expert interv...

2024-12-24 30 812.4KB 23页
Talkdesk：2021年探索人工智能的力量和可能性报告（英文版）

Today, contact centres increasingly use AI to improve performance, boost efficiency and deliver a more individualised, empathetic customer experience at scale. Early AI adopters are now reaping the rewards of those investments. And, as the competitiv...

2024-12-24 75 1.58MB 20页

...

151

...

确认删除?