Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

CSM Magazine

APRIL 19, 2024

Getting to Know CX Software CX software includes applications and platforms that aim to enhance customer interactions, elevate satisfaction levels, and foster loyalty. The main objective of CX software is to equip businesses with the insights needed to create meaningful experiences for their customers.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

NobelBiz

FEBRUARY 27, 2024

Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Key Performance Indicators (KPIs) provide valuable insights. Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

Expivia

FEBRUARY 15, 2024

Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance. No more looking at dashboards, you prompt it and see the data you want to see.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

CSM Magazine

APRIL 25, 2024

Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Businesses must navigate these waters carefully to build a loyal customer base.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

CSM Magazine

APRIL 9, 2024

Call tracking software and workforce optimization platforms are therefore not merely convenient; they are indispensable in ensuring that support agents can provide the same, if not superior, level of service as they did within traditional office environments.

Customer Support 64

Customer Support Analytics Quality management Management 64

CSM Magazine

FEBRUARY 20, 2024

Recent insights from Allagent reports suggest that bettors are increasingly valuing quick, efficient and personalized customer interactions. This shift in expectations is prompting sports betting platforms to innovate, ensuring they not only meet but exceed these evolving customer service standards.

Technology 52

Technology Customer Service Analytics Chatbots 52

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Wait times 89

Wait times Feedback CRM Surveys 89

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? What is Mixpanel?

Enterprise 91

Enterprise Finance SaaS Analytics 91

TeamSupport

APRIL 10, 2024

By integrating ticket management, live chat, advanced customer analytics, and customer success software, TeamSupport creates a seamless ecosystem for client support and success teams to flourish. TeamSupport’s advanced client analytics arm you with comprehensive data and insights, allowing you to make informed decisions.

Analytics 52

Analytics Upselling Sales Management 52

The Northridge Group

AUGUST 10, 2021

Taking a deeper dive by honing-in on the data that is readily available to you and investing in the right analytics practices can help you improve customer satisfaction, propel your business forward and take your customer experience from great to even greater. Leverage Contact Center Analytics.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

CSM Magazine

APRIL 26, 2024

HubSpot is one of the top CRM platforms currently available on the market. HubSpot’s Customer Relationship Management Platform is a centralised location to manage all your customer contacts and relationships within the HubSpot suite. It’s a great way to get ahead of your competition. Let’s dive in. What is HubSpot CRM?

CRM 52

CRM Sales Best practices Marketing 52

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Analytics 83

Analytics Feedback Marketing Metrics 83

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Zappix

FEBRUARY 14, 2024

(PRWEB) Feb 14, 2024 Zappix , a Digital Patient Engagement Solutions leader, reports significant reductions in no-shows and late cancellations for Gastroenterology and Endoscopy clients utilizing its platform throughout 2023.

Healthcare 52

Healthcare Analytics Surveys Marketing 52

CSM Magazine

APRIL 18, 2024

It means having access to advanced analytics that not only tracks donation patterns but also uncovers opportunities to engage donors in new, meaningful ways. These insights allow you to design marketing efforts that resonate on a personal level – transforming generic messages into conversations donors want to be part of.

Customer Support 52

Customer Support CRM Analytics Benchmark 52

Tethr

DECEMBER 8, 2021

Tethr, the leading AI-powered conversation intelligence platform for listening enterprises, has announced a $15 million funding round led by IAG Capital Partners. The company will use the new funds to accelerate investments in sales and marketing and continue to advance its industry-leading listening platform.

Analytics 93

Analytics Enterprise Sales Customer Care 93

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

JustCall

APRIL 3, 2024

To help you find the right fit, let us look at 10 of the top auto dialer platforms. This decreases manual data entry and enables direct calling from your CRM through click-to-call features (as offered by platforms such as JustCall). Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive).

Sales 52

Sales CRM Scripts APIs 52

COPC

JUNE 9, 2023

examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. Lastly, the wealth of data generated in the CX industry provides invaluable insights for businesses looking to gain a deeper understanding of their customers. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

TeamSupport

DECEMBER 8, 2023

Integration Capabilities Efficient customer support often relies on seamless integration with other tools and platforms your team uses daily, such as Jira and Salesforce. Look for software that easily integrates with your CRM system, marketing tools, analytics platforms, and any other relevant applications.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

JustCall

OCTOBER 22, 2023

There are several common challenges that don’t let you track customer support analytics accurately. Problem: Lack of Customer Support Analytics Customer support teams deal with huge data volumes regularly. Problem: Lack of Customer Support Analytics Customer support teams deal with huge data volumes regularly.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

CSM Magazine

MARCH 26, 2024

Use tools like surveys, customer interviews , and feedback forms to collect insightful data. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base. Understand Your Customer Start by stepping into the shoes of your customers.

SaaS 52

SaaS Customer Experience Construction Analytics 52

BlueOcean

DECEMBER 18, 2023

But if that standard of sampling was the horse and buggy of our past, conversational analytics platforms are the Ferrari of QA today. The contact center world has been talking about AI and machine learning, especially in the area of speech analytics, for a long time. She was blunt. But she wasn’t wrong.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Tethr

JULY 26, 2021

Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so much more. . Here are three ways we’ve seen progressive contact center leaders find insights in unstructured data analytics this year.

Analytics 114

Analytics Inbound sales Self service Contact Center 114

CSM Magazine

FEBRUARY 27, 2024

In the changing world of business today, staying competitive requires a grasp of market trends, customer preferences and industry insights. A key tool for achieving this is an integrated knowledge platform. This article delves into the role these platforms play in driving business success.

Best practices 52

Best practices Marketing Analytics Metrics 52

TeamSupport

JANUARY 18, 2024

This means no more switching between different platforms to respond to customer queries. Customer Insights: With built-in analytics, TeamSupport software can provide valuable insights into customer behavior and trends, enabling you to make data-driven decisions. This is where TeamSupport software comes into play.

Real estate 59

Real estate Customer centricity Self service Analytics 59

CSM Magazine

APRIL 17, 2024

Multi-Channel Integration Today’s customers are on multiple platforms, and so should your chatbot be. Robust Analytics Chatbot analytics are invaluable for customer experience managers. They provide insights into customer behaviors, common queries, and bot performance, enabling informed decisions to improve service.

Chatbots 52

Chatbots Analytics Accountability Feedback 52

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. With Call Insights proactively surfacing up topics, business leaders are freed up to focus on value-creating actions and priorities.

Coaching 52

Coaching Contact Center Best practices Analytics 52

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

24-7 InTouch

APRIL 12, 2024

These analytics give valuable insights into consumer trends on various social media platforms. This is especially important when it comes to working with influencers, the type of content they will create, and what platform(s) it will be posted on. This type of content needs to be carefully monitored for success.

Analytics 52

Analytics Sales 52

Nicereply

OCTOBER 3, 2023

Measuring customer satisfaction is more than just a metric — it provides insights, drives improvements, and can cascade positive effects on nearly every facet of a business. Insights from satisfaction surveys can inform sales and marketing strategies, allowing for more targeted campaigns. Integration with business systems.

Surveys 52

Surveys Customer centricity Analytics Feedback 52

CSM Magazine

AUGUST 31, 2023

The new platform presents a fresh take on analytics, providing both marketing and business professionals a more sophisticated, streamlined way to analyze customer data. It offers a variety of new features and functionalities that empower users to extract more nuanced insights. Consider engaging in comprehensive GA4 training.

Analytics 52

Analytics Metrics Marketing Management 52