Aracı Analizinden Uzun Vadeli Müşteri Deneyimi İyileştirmesi

Ajanların Analizi O2 Slovakya'ya Nasıl Yardımcı Oldu?

SÜRE

11/2017 →

ÇAĞRI MERKEZI OPERATÖRLERI

80+

Hedef

Çağrı merkezi operatörleriyle yapılan, toplam memnuniyeti artıran sistematik, operasyonel çalışmalar.

Metodoloji

Talepli Geri Bildirim: SMS veya API entegrasyonuyla yarı/tam otomatik e-posta gönderimi.

CSAT yoluyla izlenen operatör geri bildirimleri.

Operatörler hakkında varyans analizleri.

Çözüm aracı

Sonuçlar

Her ekibin, acenteleri hakkında müşteri geri bildirimlerine erişimi olan bir süpervizörü vardır. Her çağrıdan sonra CSAT ölçümlerine bakmak, süreçleri iyileştirmek ve gelişime ihtiyaç duyan ekip üyelerini belirlemekte büyük fayda sağlıyor.

En iyi operatör (25%)
Memnuniyet farkı 4% vs 7%

En kötü operatör (25%)
Memnuniyet farkı 16%

Şimdi başla

Üstün ticari performans sağlayan, yüksek performanslı çözümler

Demoyu dene

Kredi kartına gerek yok

Sorularınız mı var?
Bizimle temasa geçin

Daha fazla başarı örneği

Müşteri Odaklılık Sayesinde Müşterilerinizin Üzerinde %100 Olumlu Bir İzlenim Nasıl Bırakılır?

Daha fazla bilgi

Çalışan Oyunlaştırma Yoluyla Müşteri Memnuniyetini %10’a Kadar Nasıl Artırırsınız?

Daha fazla bilgi

Bir Müşteri Deneyimi Programı Cofidis Çek Cumhuriyeti’nin Google İncelemelerini Geliştirmesine Nasıl Yardımcı Oldu?

Daha fazla bilgi

Müşteri Deneyimi Platformu ile Bir Ay – En İyi Sonuçlar

Daha fazla bilgi

Başarılı Bir NPS İyileştirme Planı, Kötüleyenleri Destekçilere Dönüştürdü

Daha fazla bilgi

Tüm Perakende Grubu Için Karmaşık Müşteri Deneyimi Yönetimi

Daha fazla bilgi

Cookie	Duration	Description
__hssc	30 minutes	HubSpot sets this cookie to keep track of sessions and to determine if HubSpot should increment the session number and timestamps in the __hstc cookie.
__hssrc	session	This cookie is set by Hubspot whenever it changes the session cookie. The __hssrc cookie set to 1 indicates that the user has restarted the browser, and if the cookie does not exist, it is assumed to be a new session.
__hstc	5 months 27 days	This is the main cookie set by Hubspot, for tracking visitors. It contains the domain, initial timestamp (first visit), last timestamp (last visit), current timestamp (this visit), and session number (increments for each subsequent session).
_ga	2 years	The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
_gat_UA-48302774-1	1 minute	A variation of the _gat cookie set by Google Analytics and Google Tag Manager to allow website owners to track visitor behaviour and measure site performance. The pattern element in the name contains the unique identity number of the account or website it relates to.
_gid	1 day	Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
cookielawinfo-checkbox-advertisement	1 year	Set by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Advertisement" category .
cookielawinfo-checkbox-social	1 year	Set by the GDPR Cookie Consent plugin to store the user consent for cookies in the category "Social".
CookieLawInfoConsent	1 year	Records the default button state of the corresponding category & the status of CCPA. It works only in coordination with the primary cookie.
IDE	390 days	Used by Google's DoubleClick to serve targeted advertisements that are relevant to users across the web. Targeted advertisements may be displayed to users based on previous visits to a website. These cookies
pll_language	1 year	The pll _language cookie is used by Polylang to remember the language selected by the user when returning to the website, and also to get the language information when not available in another way.
trx_addons_is_retina	1 year	This cookie is used for checking if the user has a retina display.

Cookie	Duration	Description
_ga_6WYHFHTD1W	2 years	This cookie is installed by Google Analytics.
_gcl_au	3 months	Provided by Google Tag Manager to experiment advertisement efficiency of websites using their services.
_hjAbsoluteSessionInProgress	30 minutes	Hotjar sets this cookie to detect the first pageview session of a user. This is a True/False flag set by the cookie.
_hjFirstSeen	30 minutes	Hotjar sets this cookie to identify a new user’s first session. It stores a true/false value, indicating whether it was the first time Hotjar saw this user.
_hjIncludedInPageviewSample	2 minutes	Hotjar sets this cookie to know whether a user is included in the data sampling defined by the site's pageview limit.
_hjIncludedInSessionSample	2 minutes	Hotjar sets this cookie to know whether a user is included in the data sampling defined by the site's daily session limit.
_hjSession_1506583	30 minutes	Used by Hotjar to hold current session data.
_hjSessionUser_1506583	1 year	Hotjar cookie. This cookie is set when the customer first lands on a page with the Hotjar script. It is used to persist the Hotjar User ID, unique to that site on the browser. This ensures that behavior in subsequent visits to the same site will be attributed to the same user ID.
CONSENT	2 years	YouTube sets this cookie via embedded youtube-videos and registers anonymous statistical data.
hubspotutk	5 months 27 days	HubSpot sets this cookie to keep track of the visitors to the website. This cookie is passed to HubSpot on form submission and used when deduplicating contacts.

Cookie	Duration	Description
_fbp	90 days	Facebook Pixel advertising first-party cookie. Used by Facebook to track visits across websites to deliver a series of advertisement products such as real time bidding from third party advertisers.
lang	session	Session-based cookie that remembers the user's selected language version of a website.
VISITOR_INFO1_LIVE	5 months 27 days	A cookie set by YouTube to measure bandwidth that determines whether the user gets the new or old player interface.
YSC	session	YSC cookie is set by Youtube and is used to track the views of embedded videos on Youtube pages.

Cookie	Duration	Description
__cf_bm	30 minutes	This cookie, set by Cloudflare, is used to support Cloudflare Bot Management.
AnalyticsSyncHistory	1 month	Used to store information about the time a sync with the lms_analytics cookie took place for users in the Designated Countries
bscookie	730 days, 12 hours	This is a Microsoft MSN 1st party cookie for sharing the content of the website via social media.
cookielawinfo-checkbox-analytics	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional	11 months	The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
lang	Session	Session-based cookie that remembers the user's selected language version of a website.
li_gc	1 year 12 months	Used to store guest consent to the use of cookies for non-essential purposes
lidc	1 day	Used by LinkedIn for routing.
UserMatchHistory	30 days	Contains a unique identifier used by LinkedIn to determine that two distinct hits belong to the same user across browsing sessions.
UserMatchHistory	30 days	Contains a unique identifier used by LinkedIn to determine that two distinct hits belong to the same user across browsing sessions.
viewed_cookie_policy	11 months	The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.

Aracı Analizinden Uzun Vadeli Müşteri Deneyimi İyileştirmesi

11/2017 →

80+

Hedef

Metodoloji

Çözüm aracı​

Sonuçlar​

Üstün ticari performans sağlayan, yüksek performanslı çözümler

Daha fazla başarı örneği

Bu web sitesi çerezleri kullanır

Haberimize abone olun!

Çözüm aracı

Sonuçlar