Customer Interactions

FEBRUARY 12, 2015

Here are six technology trends that will reshape how state and local governments approach public safety in 2015. Analytics With so much data flooding control rooms, there’s no way to analyze it all manually. Broadband connections, cloud services, text messages, and social media have become commonplace. Are you prepared?

Technology 31

Technology Government Call Logging Analytics 31

Hodusoft

MARCH 22, 2024

Limited customer insights: HoduSoft’s CX solutions offer advanced analytics capabilities that provide actionable insights into customer interactions, sentiment analysis, and performance metrics. HoduSoft’s Participation: What to Expect?

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Here are the highlights I still recall: First off, the always knowledgeable Prof Moira Clark from Henley Centre for Customer Management talked about generations and technology. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

AWS Machine Learning

DECEMBER 7, 2023

The technology company has revolutionized last-mile delivery with its grocery in-minutes delivery proposition. Getir was founded in 2015 and operates in Turkey, the UK, the Netherlands, Germany, and the United States. He joined Getir in 2019 and currently works as a Senior Data Science & Analytics Manager.

Management 97

Management Engineering Analytics Construction 97

Stratifyd

OCTOBER 31, 2019

31, 2019) – The City of Charlotte and Mecklenburg County announced today that Stratifyd, a tech start-up founded in Charlotte in 2015, will expand its presence by adding at least 200 jobs to its current workforce and moving to a new 30,000 square-foot office located within an opportunity zone in the FreeMoreWest neighborhood. ."

Analytics 45

Analytics Government Education Technology 45

CCNG

OCTOBER 19, 2022

Nielsen, 2015) An average NPS increase by 7 points correlates with a 1% growth in revenue. CCMC, 2017) Commonly used practices in customer service, that consumers hate: misuse of automated phone technology e.g. no live person option, outsourcing service abroad, upselling, having to repeat information already given and talking too fast.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

OCTOBER 18, 2017

Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% Our favorite chart: Vendor Landscape: Customer Journey Analytics Providers. 44 companies, including Adobe, Applied Predictive Technologies, Clorox, Manthan, and Touchpoint Dashboard were surveyed by Forrester. is a real jump again.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

CSR Inc.

JULY 17, 2016

It’s a field that – without a doubt – has been exclusively enabled by technology. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity. Technology is poised to have a major impact of the use of incentive programs, increasing the scope of what’s possible.

Call Center 48

Call Center Technology Gamification Coaching 48

CSM Magazine

JULY 29, 2021

In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development. Businesses use this technology to: Convert website visitors into leads. SoundHound.

Real estate 98

Real estate Engineering Consulting Consulting 98

Hodusoft

OCTOBER 1, 2022

HoduSoft, India-based Unified Communications products maker, announced its collaboration with ITWerks Pte Ltd, a global provider of end-to-end software and cloud technology solutions. The partnership aims at harnessing innovative UC technology for enabling businesses to modernize and reshape their communications. About HoduSoft.

Contact center software 52

Contact center software Marketing voip Contact Center 52

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience. New fundraising round supports ongoing growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

Customer Interactions

JULY 7, 2015

​With the advent of social media platforms and technology, the role of CMO is getting harder and harder. We also feature Brian Solis in an interview with Sylvia Ng, VP of Growth and Analytics at Scribble Live, on his top 5 tips for customer-based marketing.

Analytics 42

Analytics Marketing Technology 42

Stratifyd

OCTOBER 16, 2018

Stratifyd, an end-to-end customer analytics platform powered by AI, announced today that it has closed a $25 million Series B investment. Uniting with Georgian Partners will allow us to expand our leadership in the field of customer analytics,” said Derek Wang, CEO of Stratifyd. 16, 2018, CHARLOTTE, N.C. About Stratifyd.

Customer retention 67

Customer retention Analytics SaaS CRM 67

TechSee

APRIL 2, 2019

From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Computer vision is the technology that enables computers to see, recognize and process images in the same way as humans – and then some. What is Computer Vision AI? Image similarity.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Peter Lavers

NOVEMBER 26, 2015

In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. Ever since Google made “ data scientist ” the sexy job title for the decade, both suppliers and users have obsessed with technology and technical skills.

CRM 100

CRM Analytics Consulting Consulting 100

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. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

CSM Magazine

AUGUST 3, 2021

The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. Steijaert assumed leadership of the Netherlands in 2015 and was promoted to VP, International Operated Markets, in 2019.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Analytics 52

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan.

Technology 48

Technology Transportation Entertainment Customer centricity 48

Aspect

OCTOBER 15, 2020

The modern smartwatch as we know it burst onto the scene with the A pple watch in 2015 and has exploded in sales, popularity and functionality over the last five years. Not only does this reflect the shift in the technologically savvy workforce, but it also represents the changing dynamic of the contact center itself.

call center workforce 62

call center workforce Morale Surveys Call Center 62

Stratifyd

OCTOBER 22, 2018

Stratifyd is an end-to-end customer analytics company, specializing in unstructured data. Stratifyd got its start in 2015 and has grown to more than 50 employees. Being recognized as one of the Fast 50 will help Stratifyd become more widely known and achieve its goal of becoming a global technology hub in Charlotte.

Customer retention 74

Customer retention Analytics Feedback Marketing 74

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. In fact this number increased from 67% in 2012 to 84% in 2015. Colin Taylor.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Infinity

FEBRUARY 17, 2020

Call tracking technology reports on the click, call, and conversion. Once your pre-defined conversion is logged, call tracking technology attributes the source that originally drove a customer to call. Sarah Sack | CRM and Business Analytics Manager, Promises Behavioral Health. Interactions over the phone , Salesforce, (2015).

Marketing 52

Marketing Sales CRM Analytics 52

Customer Interactions

JULY 7, 2015

Thanks to great strides in analytics and mobile technology, as marketers, we literally have the world at our fingertips around the clock. With so much access, targeting abilities and data available, it’s never been a better time to be a CMO. However, as the saying goes, with great power, comes great responsibility.

Analytics 28

Analytics Marketing Technology 28

The Northridge Group

MAY 2, 2023

Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, This technology equips ChatGPT to hold conversations about almost anything without any prior programming or configuration.

Contact Center 67

Contact Center B2C Chatbots B2B 67

DMG Consulting

MARCH 1, 2019

DMG’s 2015 edition of the “WFO Mid-Year Market Share Report” analyzed 45 vendors worldwide; the 2016 edition compared results for 42 providers; and the 2017 edition examined the performance of 39 WFO suite vendors. ANALYTICS, AI, AND RPA. During this transition, the market experienced a number of mergers and acquisitions.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience. New fundraising round supports ongoing growth.

SaaS 52

SaaS B2B Feedback Enterprise 52

Beyond Philosophy

NOVEMBER 8, 2017

Maybe it’s just analytical complacency. You Also Might Like… Three ways technology can make interactions more human. Maybe this is because ‘customer satisfaction’ is such a ubiquitous phrase that it’s thought to be a standard for understanding behavior and designing experiences. Three Ways To Avoid Customer Rage.

Consulting 150

Consulting Consulting B2B Metrics 150

Stratifyd

MARCH 13, 2019

Since our founding in 2015, Stratifyd has built a solid team of dedicated QA professionals, including Lead Quality Assurance Engineer, Clay Raynor. Stratifyd’s top priority is to deliver a high-performance product that drives actionable insights for our customers and their data analytics needs. “I

Engineering 45

Engineering Best practices Banking Analytics 45

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future. When: Today, 1 November 2017. million from $1,669.7

Consulting 48

Consulting Consulting Marketing Gamification 48

Stratifyd

APRIL 5, 2019

At the Charlotte Area Technology Collaborative (CATC) Blue Diamond Awards ceremony Thursday night celebrating the cream of the crop in the city’s tech scene, Stratifyd won the Cool Innovation category. "We've come so far since we launched in 2015 and we're proud of the amazing strides we've made as a team. . "I'm

Education 40

Education Enterprise Analytics Technology 40

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

aircall

JULY 26, 2018

Launched in 2015, Kustomer is much more than a ticketing system. Better Together: A Technological Enhancement. It’s a natural fit to integrate and combine the robust analytics and intuitive interface of Aircall with the omnichannel experience and support that Kustomer enables.”. Teamwork: Our Sales and Marketing Partnership.

Finance 83

Finance APIs Analytics Call Center 83

Calabrio

JULY 5, 2016

rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100. By making a significant investment in customer service technology. Calabrio ONE customers have known this all along, and they know that having the right technology in place allows them to: Identify conversational flags. How did they do it?

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? In 2015 top companies in both the US and UK could only answer 65% of questions asked on their websites – meaning that nearly a third of basic queries are currently going unanswered.

Customer Service 49

Customer Service Self service CRM Analytics 49

Fonolo

JANUARY 29, 2019

Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs. Call center volumes have dropped by 71% since 2015. Concentrix Analytics Practice Lead. Read more about why here. Twitter: @jtwatkin. Reagan Miller.

Call Center 85

Call Center Airlines Contact Center Self service 85