White Paper: QMATIC
Customer Journey Management is defined as managing the customer’s experience from initial contact to final service delivery. Customer journey mapping methodology is used to understand the flow of experiences a customer has with an organization in order to be able to deliver the best possible solution for every unique situation.
This descriptive whitepaper is devoted to describe the underlying working methodology of Customer Journey Management and how it can be used to deliver remarkable customer experience.
This whitepaper on Customer Journey is a step-by-step guide that looks into ‘’ 3-step Approach to the Customer Journey Management Methodology’’ .It covers:
Map the current and define the target Customer Journey Management Process
Develop processes to gain insights from continuous data analysis and process re-evaluation while managing the customer journeys
Design and implement a solution to achieve the targeted Customer Journey Management process
Download this whitepaper that will help you gain the business benefits of Customer Journey Management.
By: Content Guru
Building an intelligent contact routing strategy to improve customer experience level that considers customer value, resources, agent skills, priority rules can be challenging. Giving customers greater control over the communication process, in conjunction with more intelligent contact routing, will maximize the chances of getting customers the best possible customer experience. This technical whitepaper on “Intelligent Contact Routing to improve customer experience ” covers the top 10 tips to ensure customers reach the right agents and resources, each and every time. It highlights: Set contact routing rules that fully support your customer experience management objectives Make full use of all available information for intelligent contact routing Actively manage the customer journey to improve customer experience Act on customer insight and feedback for skill-based contact routing Read this whitepaper which discusses ways in which organizations can efficiently, quickly and consistently conduct the customer contact routing to the right resources, every time for better customer experience.
Omni-channel commerce seems to be picking up steam across industries and has radically transformed the way companies do business. In an increasingly competitive marketplace, where buying processes are undergoing a radical transformation and switching costs are becoming virtually fictitious, companies that do not offer a superlative omni-channel experience are difficult to survive. This whitepaper on “Omni-channel commerce: Making customer experience the new competitive advantage”: Uncovers the radical changes in buying omni-channel experience, customer expectations, customer service Discusses the advancements in customer journey, the facets involved in implementing an omni-channel strategy Talks about a recently launched concept called “Universal Queue”, and its significance in omni-channel customer experience