ShepHyken

SEPTEMBER 28, 2018

In highly competitive industries, companies large and small have a pressing need to stand out among their peers. Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms.

Employee engagement 266

Employee engagement Education Analytics Technology 266

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Learn from the best in the customer service industry. Plus, learn how to get ahead of your customer service industry competitors from contact center professional Sayo Afolayan. Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Self service 200

Self service APIs Surveys Analytics 200

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Predictive Analytics: Millennials have changed the way traditional customers used to buy, behave or react to different perspectives.

Analytics 315

Analytics B2B Technology Enterprise 315

ShepHyken

OCTOBER 25, 2019

Use effective analytics to maximize your exposure to the best potential candidates. Support your agents with the best technology and industry practices. Matthew Smollen is North American Sales Manager at Integra Contact Center Solutions he is also a CX and Contact Center expert with 12 years of experience in the industry.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

NOVEMBER 10, 2017

4. Employs live chat analytics to better understand prospective buyers. To understand a website visitor’s behavior, live chat software is embedded with analytics tools. Analytics can help identify user behaviors like continuous browsing of particular products or services.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

NOVEMBER 30, 2018

Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. This year, CCW is celebrating 20 years in the industry, kicking off the celebration January 15-18 at the JW Marriott in Nashville, TN. It Had Better Be!

Abandon rate 237

Abandon rate Journey mapping Average Handle Time Customer centricity 237

Spearline

FEBRUARY 8, 2022

Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. “Speech analytics” considers the spoken content and context of the agent/customer conversation. Please get in touch with us. .

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. Through machine learning and predictive analytics, historical data can be leveraged to create comprehensive maintenance plans.

Customer Experience 268

Customer Experience Technology Enterprise Analytics 268

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Agent Analytics (28.4% Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Zappix

APRIL 11, 2024

In today’s rapidly evolving landscape, the utility industry faces unprecedented challenges and opportunities. By leveraging data analytics and AI-driven insights, companies can anticipate customer preferences, anticipate potential issues, and proactively offer relevant solutions.

Self service 52

Self service Chatbots Accountability Analytics 52

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

24-7 InTouch

FEBRUARY 24, 2023

We will surely see this as metaverse innovations continue to emerge with developing AR/VR technology, but breakthroughs in data analytics like neuro-insights present another opportunity for companies to better understand human behavior, ultimately leading to enhanced, immersive customer experience (CX).

Analytics 52

Analytics Coaching Technology Surveys 52

Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Using speech analytics we can determine how much silence a call contains.

Analytics 98

Analytics Morale Finance Benchmark 98

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

iCiDIGITAL

JULY 27, 2018

Adobe leads the Customer Analytics field according to the recent Q2 2018 Forrester Wave report. Adobe Analytics allows you to self-explore the data as well as using advanced analytical capability to automate insight discovery, all within a nice UI. . Download the Forrester Report to learn why Adobe is leading the industry.

Analytics 40

Analytics Marketing Customer Experience 40

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Unlike retail and other industries, the healthcare industry presents a complex lifecycle of stakeholders with financial impacts.

Healthcare 100

Healthcare B2C Government Analytics 100

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Based on Metrigy’s recent industry surveys and the detailed analysis they’ve undertaken, specific technologies have been proven to deliver the benefits leading organizations are looking for: Summary of technologies that optimize CX and drive business success – today and by the end of 2021. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Assessing – using an industry-specific lexicon, with relevant expressions and phraseology, and word combinations, mapped against when they are used and how provides a solid baseline. Ignore it at your peril.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Addressing Customer Feedback Is Crucial Telcos, like many companies across industries, face the common problem of having multiple channels for collecting customer feedback.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. Let’s consider each of these in turn.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

Lumoa

DECEMBER 18, 2017

Customer experience and engagement are already changing the way businesses work covering larger and larger industries. We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Comm100

JUNE 15, 2022

Collecting numerical data in terms of measurable analytics, combined with written feedback, can assist you in really narrowing down any issues to gain a clear overview of how your customers are interacting with your product.

Customer Experience 89

Customer Experience Journey mapping Surveys Feedback 89

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

Creative Virtual

FEBRUARY 18, 2020

When Mandy Reed invited me to do a guest blog, I was quite honoured and of course jumped at the chance, so Thank You once again Mandy. NLP/ NLU, Voice Analytics, Voice Biometrics. The post A Partnership for Industry-Leading Voicebot Solutions appeared first on Creative Virtual. Technology – Speech Recognition, A.I.,

Interactive Voice Response 52

Interactive Voice Response Self service Consulting Consulting 52

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Analytics 40

Analytics Telecommunications Contact Center Healthcare 40

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

REVE Chat Blog

MARCH 18, 2020

A simple way to judge its efficacy is through chatbot analytics, which can help you to measure the performance in relation to a predefined objective. Why chatbot analytics matter? . Information is the oil of the 21st century, and analytics is the combustion engine”. Chatbot analytics: User metrics. Gartner Research).

Chatbots 81

Chatbots Metrics Analytics Banking 81

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. This blog challenges that status quo. Deal with Data Analytics. Data analytics also provide a treasure trove of insights to companies who seek to improve or adapt their products. Yes, they cost a lot. billion devices. How much data?

Self service 207

Self service Analytics Transportation Healthcare 207