Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Call Center Trends 2015. Social Media ? a Not-So-Secret Weapon.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Netflix (@netflix) July 22, 2015. It has also become a benchmark that can impact your brand image and, if not done right, can easily hamper your marketing efforts at the same time. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

AWS Machine Learning

NOVEMBER 16, 2022

According to an article by Cybersecurity Ventures, the damage caused by Ransomware (a type of malware that can block users from accessing their data unless they pay a ransom) increased by 57 times in 2021 as compared to 2015. The following prerequisites are required before continuing: An AWS Account. AWS_ACCOUNT – AWS Account ID.

Scripts 77

Scripts Metrics Accountability Benchmark 77

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Reports and analytics. Reports and Analytics. Live chat analytics give you valuable insight into your agents as well. Improve customer service and loyalty.

Best practices 111

Best practices Analytics Sales Benchmark 111

Taylor Reach Group

JUNE 11, 2018

Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). 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 50

Contact Center Self service Scripts Call Center 50

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121