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Only 22% of companies use real-time metrics

Study calls for better use of APM (application performance measurement

A recent survey has revealed that only 22% of companies have access to real-time metrics meaning that potentially, nearly 80% of companies are putting their customer loyalty at risk because they don’t monitor key areas of dissatisfaction or poor customer experience. 

The Harvard Business Review Analytic Services survey found that large time lags between metrics-based reports "can keep causes … [Read more...] about Only 22% of companies use real-time metrics

Opinion: Experience more important than speed

A point of view from Dino Forte, CEO, Ventrica

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre advisors still incentivised based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable.

Companies have two options: speed or quality. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level … [Read more...] about Opinion: Experience more important than speed

Customer & User Experience Expo

The Customer & User Experience Expo comes to London’s ExCeL on the 27th & 28th March! It is the industry’s most comprehensive event, connecting the most proactive professionals within sectors such as retail, hospitality, travel and finance with the tips, techniques, innovations and strategies that they need to take their CX strategy to the next level!

[Read more...] about Customer & User Experience Expo