Beyond Philosophy
MAY 19, 2015
Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. 3: The Best Companies Link Employee Engagement and CX.
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. Video Support.
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ProProfs Blog
APRIL 5, 2019
Companies are willing to spend large amounts of money for data analytics. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information.
Stratifyd
NOVEMBER 12, 2019
Now many are realizing the significant impact employee experience has on customer experience. With the omni-channel data analytics tools available today, it’s no surprise that organizations are listening to the voice of their teams and gaining insights to improve the employee experience.
Fonolo
JANUARY 29, 2019
Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Call center volumes have dropped by 71% since 2015. There are currently 15 million people employed as call center employees. Concentrix Analytics Practice Lead.
Natalie Petouhof
FEBRUARY 28, 2016
announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Is the performance of employees consistent across time? And how does the performance of individual employees change over time?
CSR Inc.
JULY 17, 2016
Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. When properly implemented, these types of programs are an effective tool for call centers seeking to boost productivity, as well as employee engagement, satisfaction and retention.
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