Beyond Philosophy

DECEMBER 16, 2023

Clearly, the consensus leans toward AI significantly boosting the market research scene, yet there’s no majority stance on its implications for customer insight or market research job stability. So, where’s the compass pointing for customer insights? The upshot?

Consulting 195

Consulting Consulting Education Marketing 195

Beyond Philosophy

SEPTEMBER 14, 2023

AI Is Only as Good as Its Data Excellent AI insight requires excellent data. Personalized Customer Journeys: Kihlstrom says this AI doubles down on all the above categories. This AI category also automates internal processes and generates personalized content for that customer along their journey.

Self service 222

Self service Analytics Personalization Consulting 222

Eptica

JANUARY 6, 2023

To help, we’ve collected our top 10 posts from last year , providing insight and practical tips for 2023. Categorie(s): Trends and Markets Best Practice 2023 promises to be a challenging year economically, directly impact customer service teams. Tags: Customer Service Categories: Trends and Markets, Best Practice.

Customer Service 124

Customer Service Best practices Chatbots Marketing 124

Beyond Philosophy

JANUARY 10, 2019

It means that we put a resource, like time or money, in different categories and allocate them toward that end. In the customers’ minds, they have “already” spent that money on that category, and it should not be used for any other category. You want to go but decide not to because that category’s budget has been spent.

Accountability 318

Accountability Customer Experience Entertainment Benchmark 318

Eptica

JANUARY 16, 2022

Author: Pauline Ashenden - Demand Generation Manager With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

Eptica

JANUARY 9, 2022

Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Categorie(s): Trends & Markets As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Read the article on its blog here.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

Callminer

JULY 18, 2019

We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights. How is topic modeling different from categories themselves? e.g. for most used words would we build categories with those words? That means we don’t know what categories exist in the data yet. Absolutely.

Call flow 140

Call flow Engineering First call resolution Call Center 140

ShepHyken

APRIL 18, 2022

Not every shopper falls neatly into one of two categories, and many have different behaviors for different product categories. Gartner has identified observability as, “…the evolution of monitoring into a process that offers insights to speed innovation and enhance CX.”. by Annette Franz. (CX

Customer Service 175

Customer Service Customer centricity Customer Experience Sales 175

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Insights spur creativity for differentiation. Why does this drive growth? Longer sales cycles due to distrust.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. So, here’s a great article on surveys that will help you gain more insights from your customers. We examine their customer experience strategies using five evaluation categories.

Customer Service 278

Customer Service Surveys Customer Experience Feedback 278

AWS Machine Learning

APRIL 5, 2024

adds 26 new moderation labels and expands the moderation label taxonomy from a two-tier to a three-tier label category. It enables you to analyze large image collections asynchronously to detect inappropriate content and gain insights into the moderation categories assigned to the images.

APIs 102

APIs Advertising Enterprise Technology 102

Eptica

NOVEMBER 4, 2021

Categorie(s): Trends & Markets As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. Tags: Call & Screen Recording, Microsoft Teams, Quality Control, Customer Insights Categories: Trends & Markets. Share this page on: Tweet.

Marketing 123

Marketing Management Customer Service 123

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

Best practices 62

Best practices Management 62

VirtualPBX

DECEMBER 27, 2023

Day 7: Ring Groups - Efficient Call Management for Small Businesses Ring Groups allow businesses to categorize users and direct calls accordingly, offering callers the option to choose specific departments or categories. Plus, you can capture call data for insightful reports and make data-driven decisions effortlessly.

CRM 104

CRM voip Management Customer Experience 104

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. It’s full of insights, but only if we can effectively gather, structure, and analyze it. Welcome to the ‘digital-everything’ era.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Concentrix

JULY 10, 2023

Prestigious Awards Program Recognizes Concentrix’ Excellence in Product & Service Innovation Location: Newark, CA The Golden Bridge Awards has recognized two of Concentrix’ innovative solutions as winners of their Product & Service Innovation category.

Healthcare 62

Healthcare Analytics Technology 62

Totango

NOVEMBER 15, 2023

This is why we are so proud to have received multiple leadership awards from TrustRadius in the customer success category, including: TrustRadius Best Relationship: Highlights companies that follow through on their sales and marketing promises, deliver on implementation expectations, and identify customers who would buy again.

Enterprise 112

Enterprise Best practices Feedback Education 112

Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Hodusoft

JULY 5, 2023

HoduSoft Honored with GetApp Category Leaders 2023 Award for Exceptional Performance in Multiple Software Categories HoduSoft has once again proven its excellence by achieving yet another prestigious award, “ GetApp Category Leaders 2023 ”. To know more about HoduCC Contact Center Software, Connect with us today!

Contact center software 52

Contact center software Contact Center Analytics Interactive Voice Response 52

Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. Share this page on: Tweet. You might also be interested in these posts: Why you can no longer ignore the cloud for CX applications.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Tethr

SEPTEMBER 8, 2021

Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations. The big question when it comes to deriving insights from customer conversations is this: How on earth do you make sense of a recorded conversation?

Analytics 98

Analytics Technology Banking Engineering 98

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. This includes maintaining awareness and building trust by offering free advice on money-saving tips relating to your category.

Marketing 98

Marketing Banking Education Feedback 98

LiveVox

APRIL 24, 2023

That’s what you’ll find out in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product and Market Report which examines this high-demand industry, providing strategic insights into the changes […] The post LiveVox Receives Perfect Scores Across Three Categories in DMG Consulting 2022-23 CBCCI Product & Market Research (..)

Consulting 75

Consulting Consulting Marketing Contact Center 75

Tethr

AUGUST 24, 2020

Imagine a business is requesting a new insight for its call data. The scientists work on teaching the machine learning platform to recognize when customers are talking about this new feature and a few days later produces a new machine learning category for the business to track. Let experts of the trade be experts of the trade.

Wireless 85

Wireless Analytics Call Center Enterprise 85

Totango

NOVEMBER 8, 2023

Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience. What is Pendo?

Enterprise 91

Enterprise Finance SaaS Analytics 91

JustCall

OCTOBER 22, 2023

Problem: Limited Access to Real-Time Reporting and Insights Most companies have difficulty in gaining insights into contact center metrics in real-time. Solution: Enhancing Real-Time Reporting and Insights Your contact center software must support real-time reporting from various touchpoints of your organization.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

Toister Performance Solutions

MARCH 11, 2021

The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. Bright spots for contact center agents Agents gave their contact centers high marks in several categories. This was another strong category in 2020, showing a 4.6 The survey was conducted in 2020.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

C3Centricity

NOVEMBER 20, 2017

Last week I wrote about my 7-step CatSight Process for Insight Development. The first step is to identify the Category in which you are competing. In it, I summarised the very first step of Insight development like this: C = Category. What is the category definition you are currently using? .

Customer centricity 67

Customer centricity Marketing 67

Eptica

JULY 15, 2020

Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Tags: Jeanne Bliss, Dorchester Collection, hospitality, Customer Service, Customer experience, CX, Customer satisfaction, empathy, MakeMomProud Categories: Best Practice. Share this page on: Tweet.

Customer Experience 119

Customer Experience Best practices Customer Service Personalization 119

Eptica

JULY 2, 2020

Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures. Listen to what they are saying through in-depth Voice of the Customer programmes and use the insight to drive change.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: Task status.

B2B 91

B2B CRM Enterprise Upselling 91

Hodusoft

JUNE 17, 2021

HoduCC makes it to Gartner’s Category Leaders & FrontRunners List. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. Category Leader in the list. Likelihood to recommend.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

CSM Magazine

FEBRUARY 8, 2022

Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher and Calabrio equally earned the highest user adoption rating in the category. “We Compared with the category average of 90%. Compared with the category average of 90%. Compared with the category average of 86%. That is why we created Calabrio ONE.

Analytics 59

Analytics Technology Customer Experience Management 59

Quadient

MAY 12, 2022

TrustRadius has recognized Quadient Inspire with 2022 Top Rated Awards in the following categories: Customer Communication Management . of the category traffic volume, and constantly add new reviews. Thanks to our customers, Quadient has met these criteria for three categories. Product line category. With a trScore of 10.0

Journey mapping 52

Journey mapping Analytics Feedback Technology 52

Tethr

MAY 10, 2021

We believe that contextual insight quality should take precedence over instant results, so we’ve put together a system that allows Tethr scores and insight to provide actionable information before, during, and after a call. Let’s take a look at how Tethr tackles the issues that real-time call center guidance looks to solve.

Call Center 92

Call Center Coaching Chatbots CRM 92

ChurnZero

MARCH 31, 2021

out of 10 and over 107 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category. ChurnZero has earned a Top Rated award in the Customer Success software category,” said Megan Headley, VP of Research at TrustRadius. With a trScore of 8.2

B2B 98

B2B industry standards SaaS Feedback 98