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Inside View: Laura Sikorski on Analytics

Contact Center Pipeline

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.”

Analytics 147
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LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics

Callminer

The post LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics appeared first on CallMiner. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […].

Analytics 140
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Embrace New Ways of Thinking in 2016

Beyond Philosophy

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016.

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Embrace New Ways of Thinking in 2016

Beyond Philosophy

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016.

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5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. by Tara Thomas.

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5 Top Customer Service Articles For the Week of December 26, 2016

ShepHyken

Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. Building lasting customer loyalty requires a multifaceted analytical approach. The post 5 Top Customer Service Articles For the Week of December 26, 2016 appeared first on Shep Hyken.

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5 Top Customer Service Articles For the Week of September 5, 2016

ShepHyken

Smart Customer Service) In a study by equity insight and analytics provider 24/7 Wall Street and research company Zogby Analytics, Comcast was named one of the worst performers in customer service, while Amazon was named the best. Comcast Tops the Customer Service Wall of Shame While Amazon Shines in the Hall of Fame by Maria Minsker.