Contact Centers: Gain Greater Insight Into Customers’ Shopping Experiences

For example, did the customer service rep (CSR) not pick up on the customer’s buying signals? “It involves tracking an individual customer’s call through the transactional process,” notes Emenecker, “from when he talked to the CSR, to when he was transferred to a supervisor for problem resolution, to when he was put on hold for three minutes, to finally a sale taking place. CEM tries to understand the interaction from the customers’ experiences and then decides what the merchant can do to make it easier for customers to buy.”