2018 Analytics Best practices Coaching 
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.
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.
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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.
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.
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.
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. Others are from training and leadership professionals, experts in the area of training and coaching employees.
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.
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