Maintaining well-functioning digital customer services require ongoing optimization and adjustment. New channels are constantly being added, and pressure on different channels varies over time. Hence, companies need to be able to monitor and identify focus areas where they can improve customer experience or improve the foundation for more efficient operations on an ongoing basis.
Ultimately, it is about improving the bottom line. There is only one way to optimize it, which is by being able to manage your contact pages and customer service on the basis of facts rather than hunches – just as you might know from your IVR/phone system.
Etrack1 lets you in on every process from contact pages and request types to agent performance and service targets. Naturally, you can dig deep into all of the data, as etrack1 records and measures every activity undertaken in the system. Our solution also includes tools to support your daily operations. Here you can learn more about: