Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Alex Toussaint , VP Product Management – Einstein Analytics, Salesforce — @alextoussaint — [link]. Bill Patterson , SVP & General Manager Service Cloud, Salesforce — @bpatter — [link].

Consulting 91

Consulting Consulting Engineering CRM 91

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 November 2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 7 June 2017. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. Let’s consider each of these in turn.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. to tell better stories and move the needle- Finally, I had the opportunity to present with my colleague, Ruth McCullen , FCR’s Director of Client Analytics.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

CSM Magazine

JANUARY 23, 2017

For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core. There has also been continued investment in analytics with a real focus on turning insights into actions. By now, mobility is a given.

CRM 40

CRM Analytics Chatbots Technology 40

CSR Inc.

JANUARY 8, 2017

2017…yes, we made it! And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). In one word: integration.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Leverage the Power of Knowledge Management System . Well-structured and Optimized CX Analytics .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Ajay Agarwal , Bain Capital Ventures, Managing Director, @ajay_bcv, LinkedIn. Follow them online to get the latest insights on industry trends.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. 12/21/2017. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. By Donna Fluss.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Wed, 07/12/2017 - 13:22. HGS Harvests Gold at CCW Awards Ceremony. Best Outsourcing Partnership. Contact Center Awards.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B B2C Analytics Customer centricity 40

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B B2C Analytics Customer centricity 40

TechSee

MAY 1, 2018

Utilities, such as energy, gas, water, and waste management, already rely on smart devices for optimization of infrastructure and the supply-demand balance. Some examples of use cases where AI has made a measurable impact include: Curbing high energy bills with predictive analytics.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Best independent blog content. The Retail Reflections blog from Andrew Busby. 7WDATA from Yves Mulkers. People to follow.

B2C 138

B2C B2B Customer centricity Analytics 138

Andrew Mcfarland

SEPTEMBER 24, 2022

A project manager usually starts their career in a non-managerial role and gradually takes on more responsibility. For example, a construction project manager may begin as a civil engineer or a software development project manager as a software developer. Job duties of a project manager. Documenting data.

Management 48

Management Construction Education Healthcare 48

CSM Magazine

OCTOBER 24, 2023

Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

DMG Consulting

MARCH 1, 2019

percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 percent in the fiscal first half of 2018 compared to the first half of 2017, and Verint’s revenue grew by 11.2 million from $1.583 billion in the first half of 2017. ANALYTICS, AI, AND RPA. million, a 24.2

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. American Family Insurance Unpacks the Importance of a Customer-Centric Culture.

Customer centricity 40

Customer centricity Analytics Call Center Surveys 40

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience. Surprised that people are embracing ‘bots?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Call Journey

OCTOBER 24, 2018

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. How to implement speech analytics” is one of the question we wished we were asked more often! Speech Analytics can be a powerful tool. Shep Hyken. Work with a reliable size data set.

Analytics 45

Analytics Construction Morale Technology 45

Help Scout

FEBRUARY 18, 2019

If you’re an experienced support manager or agent, you’ve probably read some of your junior colleagues’ answers and been surprised at the approach they have taken. Specifically, customer service agents need analytical reading skills. What is analytical reading? Analytical reading is a high-level cognitive skill.

Analytics 40

Analytics Coaching Engineering Contact Center 40

Clarabridge

MAY 4, 2017

To kick off the final day of C3, Rob Hatfield, Director of Operational Analytics and Consulting for HCSC, and Pam Plyler, Customer Experience and Executive Practice Lead of Northridge Group, delivered a rousing opening keynote about how they changed HCSC’s culture by thinking like the customer. Bruce Temkin Looks to the Future of CX.

Customer Service 45

Customer Service Best practices Feedback Consulting 45

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. 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 reason is simple.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. (IT by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance. So what information does a contact center leader need to properly manage their operating environment?

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54