Customer Experience Management is the discipline of treating customer relationships as assets, to transform your satisfied customers into loyal customers, and loyal customers into advocates. To this end, omni-channel experience provides the right media at the right time, enabling persistent conversation and consistent experience via context. Enterprise-wide engagement puts customers at the heart of your business, and through actionable insights you understand customer preferences.
Call logging and call recording is the practice of listening to, recording and evaluating telephone calls between employees and customers. Call loggers were mainly used in large call centres or in companies where regulations mandated that they record customer transactions. Today, almost every type of business from dentists to garages use and benefit from them.