Sick of Waiting in Line? Video Analytics can Improve Customer Experience

Customer Interactions

You see, in addition to being a frequent traveler, I’m also an expert of sorts – in video analytics applications. You’ve probably heard of video analytics being used to detect intruders, as a virtual fence, or to identify suspicious luggage or vehicles. But here’s something you might not know – video analytics isn’t just about security. As a frequent international traveler, I spend a lot of time in airports.

Video Surveillance: What’s Trending in 2013?

Customer Interactions

Video Analytics– Advancements in the field of video analytics (VA) have certainly changed its perceived value. As we approach 2013, it’s a good time to take note of some of the trends in Video Surveillance that will likely gain traction in the New Year. Fortunately for organizations, many of these trends eliminate expensive rip and replace costs that in the past have prohibited the adoption of new technologies.

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Promoting the Power and Potential of PSIM

Customer Interactions

A key driver of PSIM adoption raised in the report is the ease with which the technology can integrate a vast number of disparate security sensors and systems – for example, CCTV, access control, video analytics, perimeter detection, fire and smoke alarms, help points, customer information, and public address systems.

Dr. Bob Weighs in on Outdoor Perimeter Protection

Customer Interactions

He discusses the pros and cons of thermal cameras, shares different options for deploying PIDs analytics, and explains why PTZ cameras are essential for perimeter intrusion detection. NICE’s Dr. Bob Banerjee recently sat down with Security Sales & Integration Assistant Editor Ashley Willis to talk “perimeter protection.” ” In this interview, Bob reveals why maximizing detection and minimizing false alarms can be a tough balancing act.

Where PSIM Intersects Perimeter Security

Customer Interactions

Cameras with video analytics can be similarly effective, but there’s no way to completely eliminate false alarms. For example, a strong wind could set off a fence shake detector, but combine that alert with a video analytics alert that tells you someone just climbed over the fence and you know you’ve got a serious situation. When you hear the term “perimeter security” it probably conjures up images of fences, video cameras, and sensors.

How the Intelligence Cycle Can Light the Road Ahead

Customer Interactions

He executed a comprehensive transformation of all aspects of the security organization, emphasizing the use of advanced analytical software, security technology and fusion of open source, government and internal information to drive strategies to prevent fraud, privacy and security events. In Lewis Carroll’s “Alice in Wonderland” the main character is wandering through a bewildering new land with no idea what lay ahead.

Halo Smart Labs Develops a Smarter Smoke Alarm: IoT at It’s Best

Natalie Petouhof

It was created in 2012 after a brush with tragedy. Tweet Having lived in Louisville, Kentucky I have experience my share of tornados. So just have a better warning signal for that in itself would have been wonderful.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

iii] “#McDStories: When a Hashtag Becomes a Bashtag”, Kashmir Hill, Forbes, January 24, 2012, [link]. [iv]

Get Your Contact Center Ready for the Modern Age

NICE inContact

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems.

Get Your Contact Center Ready for the Modern Age

NICE inContact

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems.

Improving Your E-Commerce Customer Service to Meet Today’s Consumer Expectations

Joe Rawlinson

To deliver more personalized service, stay on top of current shopping trends by using analytics tools and services from providers such as NPD Group , which uses point-of-sale data from 300,000 stores to follow and predict consumer trends in 20 industries.

2018 Contact Center Survey Results

Monet Software

One thing that hasn’t changed since 2012 is the difficulty of adding some new technology solutions into an existing infrastructure. For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry.

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

For the past two decades, it has been the analytical foundation used by many organizations to assess the health of their company. Coincidentally, this definition was also done in a June, 2012 article. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

CX Social Improves Customer Service Through Messaging on WhatsApp

Clarabridge

According to Forrester , the number of consumers that use messaging has increased by more than 50% since 2012. Today we are thrilled to announce that Clarabridge is one of the first business solution providers for WhatsApp.

Could You be Left Behind by The Experience Economy?

Beyond Philosophy

And they filed for bankruptcy in 2012. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping.

Guest Blog: Why Salespeople Must Surface their Inner Chameleon – and How to Do It

ShepHyken

Her matter-of-fact tone and desire to get right into the details reveals that she is a logical and analytical Owl. Merrick Rosenberg co-founded Team Builders Plus in 1991 and Take Flight Learning in 2012. This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process.

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Fireside Chat: Natero Shares Tips for Customer Success

Satrix Solutions

Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012? The title of “Customer Success Manager” wasn’t ubiquitous back in 2012, but today it’s the third most promising job of 2018 according to LinkedIn.

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17 Surprising Stats About Call Centers

Fonolo

The longest hold time on record lasted five hours, 40 minutes and one second ; in 2012, a customer was placed on hold by Australian Airlines for this jaw-dropping duration. Concentrix Analytics Practice Lead.

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion.

?CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

Callminer

In 2012, CallMiner lead the way in the industry with the first version of a genuine automated performance feedback portal for contact centre agents, supervisors and coaches. I feel like CallMiner is a true thought-leader in the speech analytics industry.

Solving problems outside the acronym box

Customer Interactions

The conference organizers for TechSec 2012 have just announced their preliminary educational program. For 2012, the conference will focus on hot topics like mobile apps, video analytics, identity management, cloud services and PSIM. ” You can find more information on TechSec 2012 here [link]. NICE’s Dr. Bob Banerjee will be moderating a session on “PSIM, PSIM-light, VMS: Solving problems outside of the acronym box.”

John Oechsle: How Do You Spell CRM Evolution? With 4 C’s

Bill Quiseng

If customer information is kept accurately and up to date, it can prove to be invaluable when used with predictive analytics technology. Today, we’re fortunate to live in an age where we can keep an effortless record of emails, web analytics and online sales with the right technology.

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What Can Call Tracking Solve For Agencies?

Infinity

Figures released by Ofcom shows that the amount of minutes spent on mobile calls in the UK has increased by over 15 billion minutes a year since 2012. Moreover, with Conversation Analytics , you can search, store, and catalogue calls at scale that had certain key phrases or outcomes.

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Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

Enterprise gamification was all hype in 2012, but the practice of using game elements to engage employees seems to be coming of age in 2015 and in 2016. Read the full article at gameeffective.com ] CSR has seen growing interest in incentive- or rewards-based programs in recent years, roughly corresponding to the 2012 start date cited in the article. Earlier this month, I discussed the growing trend towards home-based call center agents.

How Mention Uses Aircall to Boost Sales and Customer Success

aircall

Founded in 2012, Mention rapidly acquired over 650,000 customers. The platform helps companies track their web and social media presence and draw analytical insights. Mention, a media monitoring software company , has been using Aircall’s VoIP phone system for more than three years.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. With built-in analytics and reports, managers can track agent performance to improve effectiveness all around. Most call centers struggle with efficiency at one time or another.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Callminer

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics.

Stratifyd Spotlight: Sarah Musick

Stratifyd

She effortlessly transitioned into the world of tech and data analytics. She planned to audition for the 2012 season but missed the deadline due to finishing requirements for her master's program. In music, it’s crucial to be able to read and speak several languages, and you need to think analytically, just like with coding and tech.”. Estimated reading time: 6 minutes.

3 Ultimate Factors of Business Performance

ClearAction

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 2 Forrester Research, 2012. 3 Ultimate Factors of Business Performance Lynn Hunsaker.

Call Centers Are Becoming Mobile, Are You Prepared?

Talkdesk

What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. More and more American workers are taking their jobs on the road.

Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Use balanced analytic approaches. Cultivate analytic marketers. What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer?

The Future of Retail – How a Positive CX Can Compete Against Next-Day Delivery

Stratifyd

Since its launch in 2012, Sephora stores have generated more than 14 million Color IQ matches. Side note: Stratifyd also does speech analytics, see here.). Estimated reading time: 5 minutes. When was the last time you physically went to the mall in search of a product, without doing any research online? According to a study from BigCommerce , only 9.6% of Gen Z reports buying items from a physical store. So, your answer is probably not in the last five years.

Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Use balanced analytic approaches. Cultivate analytic marketers. What does a CMO do in their average four-year tenure to ensure that they keep their job for longer?

Stratifyd Spotlight: Matt Madden

Stratifyd

The opportunity to learn about AI, text analytics, and the many ways in which our platform is helping some of the largest companies in the world improve their customers’ experiences, has been a tremendous one, and my current role is the perfect blend of getting to use my business and technical skills. This is attributed to a 2012 letter by Larry Page to investors, but it’s stuck with me since I learned of it.). Estimated reading time: 5 minutes.

3 Ultimate Factors of Business Performance

ClearAction

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 2 Forrester Research, 2012. 3 Ultimate Factors of Business Performance Lynn Hunsaker.

CX FORUMS: 2018 Key Note Speakers

Livepro

The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. Topic: ‘Using Analytics to improve Customer Experience’. livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before.

Contact Center Industry Stats – Contact Center Channels

Taylor Reach Group

First Contact Resolution (FCR): A 1% improvement in first Call Response = $276,000 in annual operational savings for the average Call Center (Ameyo) Improving First Contact Resolution (FCR) is viewed as the greatest benefit of interaction analytics. Contact Center professionals view improved FCR as the greatest benefit of interaction analytics, with 43.9% Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online adults.

ChurnZero’s 10 Customer Success Leaders to Watch in 2019

ChurnZero

Leading a team of innovators and experts in their Customer Success, Professional Services, and Support organization, Amanda’s goal is to ensure that every customer optimizes the business impact of Lucidworks search and analytics deployments. “My

Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition

Avaya

In 2012, the company also debuted tablet-esque eATMs in branches across the U.S. The provider is also working to more strategically leverage big data analytics. Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade.

3 Customer Survey Lessons from this Year’s Presidential Polling Fail

Clarabridge

In 2012, Obama had seven times the Twitter followers than Romney, 3 times the Facebook followers and those followers showed significantly higher passion and engagement in social chatter. Sid Banerjee is a well-known expert in customer experience, business intelligence, and text analytics.