Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.

Feedback 157

Feedback Analytics Multichannel Surveys 157

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

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Analytics 83

Analytics Feedback Metrics Surveys 83

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

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

NobelBiz

FEBRUARY 27, 2024

Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly. Create the right reports Design reports that specifically measure the outcomes of your A/B tests.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

DMG Consulting

MARCH 27, 2024

The market is experiencing success, and vendors are transforming their solutions into open platforms that incorporate AI technology, are better able to handle digital interactions, and empower agents with more advanced self-service capabilities,” said Donna Fluss, President of DMG Consulting. “As

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

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. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

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

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. BURLINGTON, MASS. To learn more about Zappix, go to healthcare.zappix.com.

Healthcare 52

Healthcare Analytics Surveys Marketing 52

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix’s AI-Powered Digital Engagement Platform integrates with existing back-end systems, such as ERP and CRM.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

Totango

JANUARY 3, 2024

Our software provides a robust set of integrations and SuccessBLOCs —our proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help you achieve critical business outcomes and create focus for your team.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The Report provides a detailed analysis of vendors, products, functional capabilities, and pricing.

Consulting 59

Consulting Consulting Contact Center Marketing 59

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

C3Centricity

APRIL 23, 2024

The rapid evolution of today’s digital landscape only compounds these challenges, demanding strategic agility and an analytical mindset from today’s marketing leaders. Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% of company revenue to 9.1%

Marketing 90

Marketing Advertising B2B Analytics 90

Zappix

FEBRUARY 6, 2024

PRWEB) Feb 6, 2024 Zappix , a leading provider of AI-Powered Digital Engagement Platform, is delighted to announce the launch of the enhanced Zappix Digital Outreach product. The enhanced capabilities include: Upgraded Customer Data Platform (CDP) capabilities to allow flexible data structures and expanded integration of 3rd party systems.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

JustCall

OCTOBER 22, 2023

According to Salesforce’s 2022 report , 73% of customers expect companies to understand their unique needs and expectations. 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.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

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

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. Today’s advanced call center technology goes much further and includes cloud-based software solutions, artificial intelligence, predictive analytics and omnichannel capabilities.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

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

Zappix

FEBRUARY 27, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing an AI-powered digital Engagement Platform to the market. Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market.

Big data 52

Big data Self service Analytics Customer Care 52

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

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. In this blog post, we’ll delve into how to master the complexities of GA4, ensuring you’re fully equipped to make the most out of this powerful analytics tool.

Analytics 52

Analytics Metrics Marketing Management 52

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. HubSpot partners are experts in the platform. What is HubSpot CRM?

CRM 52

CRM Sales Best practices Marketing 52

JivoChat

JUNE 21, 2022

The Google Analytics courses will enable you to know how to use one of the most important Google tools when it comes to digital marketing. Whether you are an entrepreneur or a marketing professional, understanding how Google Analytics works can help you to boost your business performance, and increase brand awareness and conversion rates. .

Analytics 75

Analytics Accountability Marketing Management 75

TeamSupport

MARCH 7, 2024

This includes project management tools, communication platforms, and customer support software like TeamSupport. The customer intelligence dashboard in TeamSupport offers customizable reporting options to suit the needs of your business. This omnichannel experience enables you to engage customers regardless of location and time.

Best practices 52

Best practices Upselling Analytics Customer Support 52

TeamSupport

MARCH 7, 2024

This includes project management tools, communication platforms, and customer support software like TeamSupport. The customer intelligence dashboard in TeamSupport offers customizable reporting options to suit the needs of your business. This omnichannel experience enables you to engage customers regardless of location and time.

Best practices 52

Best practices Upselling Analytics Customer Support 52

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Improved Productivity: Automated reporting features enable lawyers to generate reports quickly, saving time and improving overall productivity.

Analytics 52

Analytics Management Feedback Metrics 52

JivoChat

DECEMBER 25, 2022

Learning how to connect Google Analytics to Shopify is very important to help you measure essential metrics from your online store. With Google Analytics, you will know your target audience better and understand their behavior to draw effective strategies that can bring more traffic to your pages and turn leads into customers.

Analytics 75

Analytics Accountability Sales Metrics 75

Nicereply

NOVEMBER 21, 2022

Best features: Customer 360° Customer health scores Reports Workflow automation. Best features: NPS, CES, and CSAT Surveys Analytics No-code customization Easy to set up & user-friendly interface. With detailed customer activity reports, you will always know how and when your clients interact with your product. Kissmetrics.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

NobelBiz

MARCH 12, 2024

Enables quick service on the platform of their choice. Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Playvox

OCTOBER 26, 2022

Most support teams use tags to categorize and group the customer feedback to report their findings to the rest of the business. There are two ways to analyze your support tickets: Tagging In Support Platforms. Customer Feedback Analytics Platforms. Tagging In A Support Platform Vs A Customer Feedback Analytics Platform.

Analytics 52

Analytics Feedback Customer Support Surveys 52

Solvvy

JULY 13, 2022

Solvvy Surveys give you all the tools you need to collect and measure CSAT scores, analyze the customer experience with in-depth analytics on each interaction, and embed new rescue programs within the interaction flow itself to ensure that experience ends with a satisfied response. Best In-Class Analytics to Make it Easy to See Your Results

Surveys 109

Surveys Feedback Analytics Engineering 109

Hodusoft

JULY 19, 2023

Furthermore, supervisors can leverage real-time analytics and reporting to monitor performance levels, identify areas of potential improvement, and make informed decisions for increased productivity. This multi-channel approach allows agents to provide consistent support across different platforms.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98