Tethr

NOVEMBER 1, 2018

Now, industry leaders are utilizing speech analytics for insurance to surface insights that help the entire organization achieve goals like reducing customer effort, improving agent enablement, ensuring compliance, and more. Wondering how speech analytics can provide value for your insurance organization?

Analytics 48

Analytics Self service Inbound sales Customer effort 48

Customer Interactions

MAY 20, 2013

This year, there was the usual array of new hardware and software on display, but whether it was a camera, sensor, alarm, analytics, or access control vendor, the message coming loud and clear from the show floor was one of integration.

Education 30

Education Analytics Management Marketing 30

CSM Magazine

OCTOBER 5, 2023

Advanced analytics and newly introduced ‘dashboards’ are also helping Blade to better understand a variety of performance indicators for example quote conversion metrics and ‘turnaround’ time statistics in addition to comparing job data details with other data such as rainfall or wind conditions.

Engineering 59

Engineering CRM Finance Enterprise 59

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Customer Analytics. According to Gartner , by 2040, more than 40% of all data analytics projects will relate to an aspect of customer experience. Online fitness company Verve Health has a chatbot that gives fitness advice.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

CSM Magazine

JULY 19, 2023

About Ascensos Ascensos was established in 2013 in Motherwell, Scotland to transform the customer experience by bringing a fresh and personal approach to customer care. The digital foundation of customer-centric contact centres, Calabrio helps enrich and interpret human interactions, empowering the contact centre as a brand guardian.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Noble Systems

APRIL 8, 2020

According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018. Advanced Analytics. Once primarily the realm of deployments of 75 agents or fewer, cloud-based solutions are increasingly gaining adoption in environments with up to several thousand agents. Roles and Web-based Dashboards.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Aspect

SEPTEMBER 20, 2017

Consider a study from late 2013 showed that 89% of consumers say they are annoyed when they have to repeat themselves about the same issue. While this turned into an irritating situation for my kids, this same concept behind browser cookies can be a pplied to the contact center to improve the customer experience.

Interactive Voice Response 179

Interactive Voice Response Self service Contact Center Marketing 179

CSM Magazine

JANUARY 10, 2023

The system also gives management complete visibility of the operation 24/7, as well as the ability to produce in-depth business critical analytics at the touch of a button. “Committing to BigChange was a big step but it was all about mindset,” commented Prymo Managing Director and founder Jasen Jackiw. ” About BigChange.

Finance 52

Finance Construction CRM Enterprise 52

Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Embraces AI to improve experience Artificial intelligence and text analytics can help deliver a faster, more personalized service on chat by automatically analyzing incoming questions.

Advertising 66

Advertising Best practices Upselling Analytics 66

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. percent of contact center analytics found data improves customer service agent performance. Then take advantage of data and analytics to keep improving every step of the way.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Beyond Philosophy

JUNE 11, 2015

Be pragmatic in terms of technology and analytics. Actually, much of this pullback has been done by one organization, Cerberus Capital Group, the early 2013 purchaser of multiple regional retail supermarket chains from Supervalu (Shaw’s, Acme, Star, Albertson’s, and Jewel-Osco). Make sure it’s consistent.”. “Be

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Voxjar

JUNE 8, 2021

While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision. Automated Quality Assurance Solutions: Speech Analytics. callminer.com Founded in 2002 Based in Waltham Massachusetts.

Call Center 51

Call Center Analytics Enterprise Sales 51

Vcaretec

JUNE 6, 2022

Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data. He is a Customer Experience & ATL 2013 Huff Post Top 100 Social. #Customer Service, Customer Experience, CRM Cloud. Connect: @GregSherry Jeremy Watkin Bio: Head of Quality for @1callres.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Hello Customer

MAY 17, 2020

On the one hand we keep investing in our technology through new developments, focusing even more on proactive analytics: combining feedback with operational data results in insights organisations can actually act on, right now. Leslie Cottenjé: “Our main focus is obviously continued growth. and data-enabled solutions.

SaaS 98

SaaS B2B Feedback Enterprise 98

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. and the Office of the Mayor of Taipei. TechnologyAdvice.

call center software 210

call center software Call Center Contact Center Analytics 210

Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics. Speech analytics is changing this, making it how the customer answers, rather than what they answer, the key to confirming their identity.

Technology 113

Technology Customer Service Gamification Wireless 113

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. The answer: get yourself a great text mining or text analytics tool. I've made some modifications. How do you make sense of your customers' words? How do you glean insights from all of the unstructured data that you’ve amassed?

Analytics 64

Analytics Surveys Call Center Feedback 64

Nicereply

FEBRUARY 22, 2023

Erin: Around 2013-14, I moved from San Antonio to Austin, Texas because something was happening in tech and I wanted in. Or perhaps your resident Excel or Google Sheets whisperer would find Data Analytics exciting. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

NICE inContact

SEPTEMBER 30, 2019

It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ). Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Taylor Reach Group

JULY 6, 2018

million complaints logged in 2013. (NY Interaction Analysis: The Take-Up of Interaction Analytics Is Expected to Rise. Over 80% of our Contact Center professionals expect the presence of interaction analytics to increase within the industry over the next five to ten years. The following findings indicate that 38.7%

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

Hello Customer

MAY 17, 2020

On the one hand we keep investing in our technology through new developments, focusing even more on proactive analytics: combining feedback with operational data results in insights organisations can actually act on, right now. Leslie Cottenjé: “Our main focus is obviously continued growth. and data-enabled solutions.

SaaS 52

SaaS B2B Feedback Enterprise 52

Stratifyd

MARCH 25, 2019

During his second competition in 2013, he joined a team that created a crowdsourced editing website for writers. “We I was really intrigued by [Stratifyd’s] text analytics research. “Since I was still a computer science student, it was a great opportunity for growth,” Stelle said. “I Q: What sparked your interest in Stratifyd?

Healthcare 40

Healthcare Education Entertainment Engineering 40

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Natalie Petouhof

FEBRUARY 11, 2016

That’s a massive surge of 575% versus the same month in 2013. ” This platform allows marketers to connect their own databases with Viant’s data and it also contains a demand-side ad platform, an ad server, and a data-analytics platform. MySpace even features some original conten t as well as ads from brands like Jeep.

Advertising 65

Advertising Entertainment Analytics Sales 65

Natalie Petouhof

FEBRUARY 22, 2016

” The ad is the latest in a series of humorous spots for Adobe Marketing Cloud — including its 2013 “Click Baby, Click” and last year’s “Mean Streets” — which show what can happen when CMOs don’t know what their marketing dollars are doing.

Marketing 40

Marketing Advertising Analytics Accountability 40

CCNG

OCTOBER 19, 2022

Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Zendesk, 2013) 72% blamed their bad customer service interaction on having to explain their problem to multiple people. 44% of respondents’ organizations plan to use journey analytics more, as well.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Livepro

JULY 17, 2018

In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. Luke was also awarded Victorian Contact Centre Manager of the year 2013. Topic: ‘Using Analytics to improve Customer Experience’. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

CSM Magazine

OCTOBER 15, 2018

This provides the analytical evidence required to work effectively with outsourcing agencies to supplement in-house resources during busy periods while avoiding unnecessary staff costs during calmer periods. Running a series of ‘what if’ scenarios helps to.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Avaya

OCTOBER 25, 2017

Executives claim this new model—debuted in 2013 as the first deployment of its kind in Europe—is already 30% more productive than the company’s previous decentralized model. The provider is also working to more strategically leverage big data analytics.

Banking 58

Banking Telecommunications Big data Self service 58

Tethr

OCTOBER 10, 2018

Similarly, in 2013, my colleagues and I co-authored The Effortless Experience , which was a global study of nearly 100,000 customer interactions that revealed that when customers have problems and need help from a company’s service department to get those problems resolved, they aren’t looking to be “wowed” or delighted.

Customer centricity 48

Customer centricity Scripts Enterprise Sales 48

CSM Magazine

JULY 28, 2015

The Philippine’s BPO sector is the fastest growing industry in the country with 900,000 Filipinos employed full time in 2013 providing an estimated 1.3M This simplistic math lead to globalizion of services with early adopters such as GE and American Express moving operations to India in the early 90s. new jobs in the IT / BPO sector by 2016.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

ClearAction

SEPTEMBER 28, 2015

It is a shift from silo management of VoC, references, predictive analytics, loyalty management, user experience design, customer service, and other facets of CXM. Why it's key to future success: This viewpoint is impactful in shifting from our current silo treatment of VoC instruments (i.e. customer listening posts).

Customer Experience 105

Customer Experience Government Surveys Management 105

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. You can achieve this by expanding your content marketing capabilities, enhancing the customer experience across different channels, and investing in technologies that provide in-depth customer analytics.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Taylor Reach Group

MARCH 26, 2018

The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO. SOCAP Wisconsin Chapter – Six Sigma White Belt Training Workshop April 12, Madison, WI. We are bringing it local and offering it to our Wisconsin Chapter members on April 12, 2018!

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Natalie Petouhof

JANUARY 4, 2016

So far, the startup has raised $2 billion since its founding in 2013. Post-money, Lyft will now be valued at $5.5 billion, which is still a fraction of the $60 billion-plus valuation of its rival Uber.

Transportation 56

Transportation outsourcing Sales Marketing 56