tải 1xbetSr. CRM Executive - Customer Interaction

1. Customer Experience Enhancement

• Monitor and improve customer interaction quality, with a focus on the effectiveness of Callbots and Chatbots in delivering a positive and efficient experience.
• Gather and analyze customer feedback related to Callbot and Chatbot interactions to identify and address experience gaps.

2. Performance Optimization:

• Analyze operational data (response time, success rates, errors) from Callbot and Chatbot interactions to identify areas for improvement.
• Implement solutions to enhance the performance of Callbot and Chatbot interactions, streamline processes, and reduce costs associated with these technologies.

3. Operational Excellence

• Manage the daily operations of customer interaction channels, with a strong emphasis on the performance and reliability of Callbot and Chatbot systems.
• Develop and enforce operational procedures and guidelines for Callbot and Chatbot systems.
• Proactively identify and resolve operational issues related to Callbot and Chatbot interactions, coordinating with technical teams specializing in these technologies.
• Maintain and optimize interaction scripts and conversation flows specifically designed for Callbot and Chatbot platforms.

4. Cross-Functional Collaboration

• Partner with Product and Technical teams to understand the system architecture and development roadmaps for all interaction channels, with a deep dive into Callbot and Chatbot functionalities.
• Work closely with the BI team to segment users based on their interaction data, including Callbot and Chatbot usage, and visualize data to personalize customer experiences.

5. Data-Driven Budget Management

• Analyze operational costs and channel effectiveness, with a specific focus on the ROI of Callbot and Chatbot deployments.
• Contribute to the development and monitoring of the operational budget for customer interaction channels, with specific attention to Callbot and Chatbot initiatives.
• Utilize data from Callbot and Chatbot interactions to inform strategic decisions and optimize ROI.

6. Performance Reporting

• Generate regular reports on the operational performance of customer interaction channels, with detailed metrics for Callbot and Chatbots (e.g., containment rate, escalation rate, user satisfaction).
• Provide actionable insights and recommendations for continuous improvement, with a focus on optimizing the performance of Callbot and Chatbot interactions.