NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Analytics 49

Analytics Contact Center Technology First call resolution 49

Hodusoft

NOVEMBER 13, 2019

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. We can expect it to gain even more ground as call centers based around WebRTC become more popular.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Is your client satisfaction decreasing? Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Avaya

DECEMBER 4, 2017

It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. Big data analytics. Can your contact center do this? It’s that time of year again!

Contact Center 69

Contact Center contact center solutions Interactive Voice Response Big data 69

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC. Contact Center & Customer Service Summit April 23 – 24, Boston, MA.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

TechSee

OCTOBER 9, 2018

With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand. Cloud-based, omni-channel CRM solutions. Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

DMG Consulting

DECEMBER 10, 2018

Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Customer centricity Construction 40

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Customer centricity Construction 40

Connect

APRIL 18, 2024

These AI models can also streamline data analysis in the contact centre, with the ability to rapidly process large sets of unstructured and inaccessible data in seconds to find patterns that help improve performance by informing data-driven decision-making.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Spearline

SEPTEMBER 10, 2019

At Spearline , many of our customers are contact centers all around the world, used for customer service, sales, and product information. We thought we’d take a look at some of the current trends in the contact center industry and predict where things may be headed. Teleworking.

Telecommunications 53

Telecommunications Contact Center Big data Analytics 53

Hodusoft

AUGUST 30, 2022

Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. CCaaS is the short form of Contact Center as a Service. In this blog, we will get a detailed insight into all these three cloud-based technologies.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

JustCall

AUGUST 23, 2022

Businesses are rapidly adopting big data, and artificial intelligence, particularly in response to the pandemic’s pressures. If you’re still relying on on-premises legacy systems for your contact center and other telephony needs, you could be wasting a lot of money. What about communication though?

Caller satisfaction 52

Caller satisfaction Entertainment Call flow CRM 52

CSM Magazine

OCTOBER 13, 2022

With the development of digital tools and the unfolding of Big Data technology, it is now possible to determine precisely what customers want and desire by analyzing their behavioral data. If your CRM cannot unify, standardize, and segment your client’s data in real time, your customer knowledge will be insufficient.

Personalization 52

Personalization Customer Experience Call Center CRM 52

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place.

CRM 40

CRM Automotive Analytics Big data 40

NobelBiz

MAY 10, 2022

The efficiency of a contact center depends on one very important and key factor: the experience of its agents. You may enhance both agent and client engagement by making a few adjustments to the way you operate your contact center. How to define an excellent call center agent experience? How to tackle this problem?

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

Xaqt

FEBRUARY 6, 2020

In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward. The problem?

Contact Center 52

Contact Center Enterprise Call Center APIs 52

JustCall

APRIL 26, 2022

Whether compiling prospects’ data, refining ideal customer profiles (ICP), or figuring out action items – the AI’s analytical strength continually improves sales efficiency. Augmented Analytics. Augmented analytics provides a complete picture of prospects in a flash. Personalized Experiences.

Sales 52

Sales B2B Upselling Chatbots 52

JustCall

MAY 5, 2022

While the traditional way of scoring leads remains in use, sales teams at many contact centers are embracing modern solutions like AI lead scoring. This process uses artificial intelligence, machine learning algorithms, and big data analytics in order to score the key attributes and behaviors of potential customers.

Sales 52

Sales CRM Best practices Benchmark 52

Natalie Petouhof

MAY 11, 2016

sensors, smart ‘things’, device to purchase, artificial intelligence). • Data to Decisions – Using data to make informed business decisions.

Big data 40

Big data CRM Analytics Enterprise 40

Enghouse Interactive

JULY 10, 2018

Self-service tools have removed many simple requests from the contact center resulting in agents having to deal with a higher volume of complex requests. The legacy call center system’s inability to integrate with Partner Colorado’s home-grown CRM system was as big of a problem as its limited functionality.

Self service 40

Self service CRM Contact Center Analytics 40

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. Analyzing and predicting consumer behavior (also called Big Data ) also falls into this category.

Feedback 72

Feedback Surveys Big data Customer centricity 72

Dialer 360

APRIL 19, 2019

It won’t dissolve the achievements of contact center operations around the world. Customer expectations in a call center. Cloud Contact Centers. Virtual and cloud call center offering boosts in efficiency with forever support. Big Data & Information Analytics.

Call Center 24

Call Center Big data Contact Center Analytics 24

Calabrio

MARCH 30, 2016

While data science is becoming critical, it’s not necessary to hire a team of scientists—software is becoming more and more sophisticated to help achieve the same results. But that’s just skimming the surface of how data can be used to drive results. Making data science an imperative at a company may be a cultural challenge.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. The ticket is closed.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Natalie Petouhof

FEBRUARY 21, 2016

Data to Decisions – Using data to make informed business decisions. examples: big data, predictive analytics) . Digital Marketing Transformation – Personalized, data-driven digital marketing. . examples: crm, customer experience).

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 40

Dialer 360

SEPTEMBER 7, 2018

Usually, user can touch throughout pictorial menus, speak to specific contact center agent. Huge Data Analytics. With today trend towards a big data analytics is also helping thing to automate. Utilize the complex data sets from different sources. They are leveraging these analytics.

Call Center 20

Call Center Interactive Voice Response Analytics Call flow 20

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. Sherry will discuss how voice of the customer solutions help enable enterprises to find the information that can help them move toward best-in-class customer engagement optimization and combine workforce optimization and customer analytics to create positive and memorable customer experiences.

CRM 22

CRM Analytics Enterprise Marketing 22

Natalie Petouhof

JULY 26, 2016

Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i]. He coined the term “flow” to describe this behavior.

Customer Experience 63

Customer Experience Construction Benchmark Big data 63

Natalie Petouhof

MAY 9, 2016

With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services. Tweet What we saw at the conference was a full suite for customer experience.

Banking 40

Banking Sales Marketing B2B 40