aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. These two took attendees through best practices for establishing a successful CEM program. Milan then took us to school about best practices when it comes to using data visualizations to help communicate that story clearly.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. This year’s innovations reveal a powerful range of the best approaches to improve your customer operations” explains Paul Smedley, Founder and Chair, The Forum. Homeserve – Putting the customer first, by engaging our people.

Best practices 40

Best practices Banking Coaching Analytics 40

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Customer Experience 48

Customer Experience Education Analytics Customer Service 48

Altivon

OCTOBER 11, 2017

As always, she wove a clear narrative through the hour-long discussion on key topics including omnichannel, analytics, artificial intelligence and the operational challenges presented by change. Data Mining and Analytics. The full recording is available at “ Preparing Your Contact Center for 2018 ”. Here are a few highlights.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Taylor Reach Group

MARCH 26, 2018

With that, here are some of the events taking place in April 2018 (in chronological order) with direct links to each event: Ecommerce Operations Summit April 3 – 5, Columbus, OH. Smart Customer Service 2018 April 9 – 11, Washington, DC. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC. This is it.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. Topic: ‘Using Analytics to improve Customer Experience’. KEYNOTE SPEAKER MELBOURNE 12th SEPTEMBER 2018. Since joining COPC Asia Pacific Inc.

Transportation 40

Transportation Government Multichannel Consulting 40

Mindtouch

MAY 11, 2018

During my second and third days at Google I/O 2018, I learned quite a few things: the future of the web is immersive; design should include everybody no matter the medium; and great products come from designing with your users. PS Be sure to read my recap of Google I/O 2018 Day 1 ! dev/SpeedToolsOverview.

Engineering 48

Engineering Best practices Education Technology 48

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. Many call centers have trouble adopting modern practices. ” – Megan Wells, Call Center Turnover Statistics In 2018 , Daily Pay; Twitter: @ailypay. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

West

NOVEMBER 16, 2017

The Blog 5 Steps to Optimize Customer Experience in 2018 appeared first on West Corporation. They're looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.

Customer Experience 66

Customer Experience Marketing Best practices CRM 66

Callminer

JULY 30, 2018

You can give your agents the information they need to take the heat out of the situation by using Interaction Analytics to analyse 100% of calls and identify words, phrases and acoustic qualities that trigger a positive response from customers who arrive unhappy. The CallMiner Index report is packed with thought-provoking insight.

Coaching 174

Coaching Best practices Analytics Surveys 174

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. Together they shared insights gleaned at a recent CX roundtable, including: tips for getting started on the digital transformation journey, best practices for measuring digital success, and lessons learned from bots and artificial intelligence (AI) integration.

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. This post will help you zero-in on those technologies and best practices proven to produce results.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Eptica

NOVEMBER 28, 2018

Date: Wednesday, November 28, 2018 Author: Pascal Gauvrit - CTO Can your customers trust you? Published on: November 28, 2018. Sharing best practice Since the GDPR was announced, we’ve been working closely with our customers to help them prepare. GDPR and CX - six months on. Share this page on: Tweet.

Best practices 66

Best practices APIs Personalization Analytics 66

Callminer

JULY 23, 2019

Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Check out some more information about agent performance from our vault here: Expert Tips & Best Practices for Effective Agent Feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Infinity

APRIL 10, 2018

First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Identifying key performance indicators helps every business understand what works best for them. billion people by the end of 2018. Know what’s worked in the past.

Automotive 49

Automotive Advertising Best practices Analytics 49

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Also, a customer segmentation best practice is to create a category for lapsed customers. Implement the technology possible to listen to your customers in real-time.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. Author: Anne-Claire Bellec When interacting with brands, consumers want the process to be easy , effective and based on an understanding of their emotions and the individual needs.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Expivia

MAY 4, 2021

AI in Contact Center Analytics. Arguably, AI’s greatest strength lies in contact center analytics. . What’s more, it can also understand linguistic cues and compile analytics on how the call went overall. Google made some headlines back in 2018 with its brand new contact center AI. Google’s Contact Center AI.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 2, 2021

AI in Contact Center Analytics. Arguably, AI’s greatest strength lies in contact center analytics. . What’s more, it can also understand linguistic cues and compile analytics on how the call went overall. Google made some headlines back in 2018 with its brand new contact center AI. Google’s Contact Center AI.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

aircall

JANUARY 24, 2022

Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Analytics – Track key performance indicators for individuals and teams, so you can identify weak points, coach call agents, and make overall improvements in customer service. 10 Best Practices for Making Customers Feel Important.

Call Center 126

Call Center Best practices call center software CRM 126

Education Services Group

OCTOBER 21, 2021

While a CS CoE shares many similarities with a CS Operations team, its differentiator is that it acts as a sort of umbrella organization over all customer delivery teams to collect best practices and processes, iterate upon them to near-perfection, and then roll them out organization-wide. Data and analytics.

Metrics 52

Metrics Best practices Analytics Enterprise 52

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. The good news is that this is now changing, thanks to new technologies: Text analytics, which automates the process of analyzing unstructured data to enable it to be better understood.

Best practices 50

Best practices Surveys Analytics Feedback 50

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. Drive efficiency The public sector has to operate within tight financial constraints. Share this page on: Tweet. How CX is central to Digital Transformation.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Aspect

JULY 15, 2019

diligent in adhering to the rules and best?practices practices surrounding outbound calling protocols , as well as for consumers. These developments include call technology that utilizes analytics to block calls that conform to various callings patterns and characteristics set by carriers. 2018 Aspect ?Consumer

Telecommunications 112

Telecommunications Contact Center Education Best practices 112

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Published on: June 06, 2018. To help bridge the gap, Eptica’s Knowledge Management Study provides key best practice recommendations and case studies – download your copy here.

Best practices 51

Best practices Analytics Contact Center Surveys 51

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. Finding out why customers are behaving in a certain way is just the first step. Share this page on: Tweet.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. I can't wait to share this book with you! Sean holds a Ph.D.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

DMG Consulting

FEBRUARY 15, 2018

Vendors that offer IVAs now have to figure out how to deliver these solutions cost-effectively and identify best practices. Donna Fluss ( donna.fluss@dmgconsult.com ) is the president of DMG Consulting, a provider of contact center, analytics, and back-office market research and consulting. By Donna Fluss.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Go beyond basic analytics. Download our free Customer Satisfaction Score toolkit for customer satisfaction best practices, a free CSAT survey template, and much more. It’s not a quick fix.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Infinity

MAY 7, 2019

With any channel comes the need to learn what’s working in order to create the best practices moving forward. Additionally, Infinity Call Tracking is the first European business to offer an exclusive Conversation Analytics suite. Key figures for luxury consumers , Approche Sur Mesure, (2018). Dial 1 for Dior. References.

Analytics 40

Analytics Best practices Sales Marketing 40

ProProfs Blog

DECEMBER 14, 2018

It’s 2018: Your customers need an easy way to contact your company and receive prompt feedback. Be sure to follow these best practices when using a live chat service for real-time customer feedback. #5 It’s also free – you can access most data you’ll ever need using Google Analytics. 5 On-site activity and bounce rates.

Feedback 145

Feedback Surveys Analytics Customer Support 145

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. These bring together people and skills from across the business into a cross-functional team, focused on the customer and supported by technology. Share this page on: Tweet.

Best practices 65

Best practices Marketing Chatbots Self service 65

Fonolo

NOVEMBER 17, 2020

Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry. Companies have realized that the customer experience directly affects loyalty and, accordingly, the trend is expected to continue in and beyond 2018. Expect executives to put more pressure on tracking and measuring ROI in 2018.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48