Three ways contact centres can improve efficiency and experience with journey analytics

Every contact centre leader knows the mandate: Reduce costs, but don’t let customer satisfaction slip. Yet it’s difficult to achieve this goal when you and your agents can’t visualise and measure customer behavior across service channels.

Traditional reporting and analytics tools promise to give you the visibility you need to answer questions about performance. But often, they underdeliver.

The Pointillist® journey analytics platform was built to fulfill that promise. The solution eliminates data and organisational silos so you can measure omnichannel customer behavior. Then you can diagnose and fix experience or performance issues.

Download the ebook to explore:

  • How journey analytics compares to other contact centre analytics tools
  • Three ways journey analytics can improve channel performance, self-service, and escalation management
  • Ways to gain visibility and leverage insights from beyond the contact centre