DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. It also benefits vendors by providing guidance about the types of products and services companies are most like to buy during the year.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Stratifyd

MAY 30, 2018

"Data and analytics leaders often focus on self-service solutions that enable analytic users to search for patterns and relationships in their data. Get the Gartner Cool Vendors in Analytics Report to learn more about Stratifyd and see why we are our customers' competitive advantage. Summary. "Data

Analytics 40

Analytics Self service Technology 40

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Hero Digital

DECEMBER 19, 2018

This year, at Sitecore Symposium 2018, we had the opportunity to sit down with two executives from Hero Digital, Kristine Stebbins, Managing Director and Tony Rems, CTO. Last year, Kristine held a session on “ Why Aren’t You Using Sitecore Analytics ” which she re-did this year because of the popularity and positive feedback she received.

Personalization 40

Personalization Analytics B2B Self service 40

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. Two-thirds of respondents overall were ‘behind the curve’ in terms of evolving their traditional call center into a modern customer service operation.” Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Mindtouch

APRIL 2, 2018

The Consortium for Service Innovation held its 2018 Member Summit in Napa, California. VectorBN #CSIMS #leadership — Consortium (@CSInnovation) March 21, 2018. It’s important to use relevant data to feed machine learning and prescriptive or predictive analytics. Being a Consortium Member certainly has its perks.

Customer effort 48

Customer effort Big data Self service Personalization 48

SmartAction

OCTOBER 25, 2023

These channels offered apparent advantages in terms of scalability, cost-efficiency, and data analytics. Consequently, many organizations underinvested in the voice channel, inadvertently neglecting a critical aspect of customer service. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . Presbyterian Healthcare Services Transitions From “Data Archeologists” to “Data Analysts”. As the day neared its end, Senior Director of Feedback Analytics at Optum, Dave Pabley, discussed Optum’s journey to recently launching a self-service VoC portal for hundreds of users throughout the company.

Healthcare 40

Healthcare Analytics Self service Feedback 40

Hodusoft

JULY 31, 2018

Features like predictive dialers, smart analytics, real-time reports and vital integrations benefits were in vogue. 2018 is shaping up to be the year of higher analytics and strategic thinking. Stay with us and find out some of the top trends in enterprise call centers progressing in 2018. Do you agree?

Enterprise 40

Enterprise Call Center Customer Service Contact Center 40

HGS

APRIL 24, 2018

The NICE inContact study focused on 10 customer experience channels that include solutions ranging from traditional phone support to self-service, email, chat, social media, and more. With the goal of optimized CX insight, start by asking yourself five questions about your service delivery. Wed, 04/25/2018 - 09:55.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Call Design

FEBRUARY 11, 2021

2018) highlights three key dimensions that can impact turnover intentions: All 3 of these directly feed into an employee’s job satisfaction, which has an inverse effect on turnover intention. Ad hoc changes to an agent’s actions can highlight an issue before voice analytics can pinpoint this. Recent research (Zito et al.

Self service 103

Self service Consulting Consulting Analytics 103

TechSee

OCTOBER 2, 2018

Here are some sample use cases: Predictive analytics and maintenance. The pairing of the virtual and physical worlds allows field service organizations or enterprise support centers to understand not only how products are performing, but they can use advanced analysis to predict how the products will likely perform in the future.

Technology 176

Technology Customer Support Technical Support Self service 176

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Expivia

MAY 4, 2021

The Self Service Bot. Although these programs aren’t complicated, they’re definitely a smart and innovative way to handle simple customer service requests. The self-service bot can handle interactions that don’t necessarily need an agent. AI in Contact Center Analytics. Interactive Voice Response (IVR).

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 2, 2021

The Self Service Bot. Although these programs aren’t complicated, they’re definitely a smart and innovative way to handle simple customer service requests. The self-service bot can handle interactions that don’t necessarily need an agent. AI in Contact Center Analytics. Interactive Voice Response (IVR).

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. Voice is still the channel ranked first in terms of investment focus for 2018. Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Noble Systems

APRIL 8, 2020

According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018. Advanced Analytics. IVR and Self-service Options. The post The Rise of Contact Center as a Service (CCaaS) appeared first on Noble Systems. Roles and Web-based Dashboards. Omnichannel Capabilities.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Insite Managed Solutions

NOVEMBER 9, 2018

As we fly through the fourth quarter, most of us are focused on bringing 2018 to a strong close and preparing for a winning 2019. Things to Accomplish in 2018. Developing supervisors and managers to optimally manage operations through analytics and human variables. Integrating a new service or product. Quality, 2.

Benchmark 40

Benchmark Analytics Self service CRM 40

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

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. They want a personalized service – and their expectations are continually growing. These include: Personalization. Proactive and pre-emptive support.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. In fact, those transformations already have begun.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. That is partly a consequence of the fact that a growing number of interactions are moving through self-service and automation processes. Real Time Speech Analytics will Evolve into an Agent Coaching Tool.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Talkdesk

MARCH 14, 2018

When asked about upcoming talent initiatives, contact center executives identified three major priorities for the next two years: using analytics to better align staff (73%), expanding training programs (63%) and deploying flexible work arrangements (53%). Talent Priority #2: Expanding training programs.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

HGS

MAY 20, 2018

There are some positive signs that things are starting to change though, for example the introduction of intelligent self-service for UK Visa and Immigration Service, the shift to online application processes for Passports, Driving Licences and Self-Assessment and the use of speech analytics on DVLA. public sector.

Government 100

Government Customer Service Chatbots Self service 100

Eptica

DECEMBER 11, 2019

on average in 2018 to £3.89 Self-service is growing Consumers have more and more queries and want faster answers, particularly to routine requests. No surprise then that 87% of companies now offer some form of self-service, 62% of which is web self - service and 46% account specific.

Customer Service 75

Customer Service Self service Best practices Metrics 75

CSM Magazine

OCTOBER 20, 2020

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. The full roster of clients also includes ECS’s flagship Amazon Connect deployments at RBS, which began in 2018.

Engineering 52

Engineering Consulting Consulting Enterprise 52

Call Experts

MAY 2, 2019

Improve digital and self-service support functions. Here are some high-level tips to consider when analyzing if contact center services are the right fit for your business: Does your contact center offer a connected technology solution? Does your contact center offer the ability to provide self-service tools to your business?

Contact Center 56

Contact Center outsourcing Call Center Answering services 56

HGS

MAY 9, 2018

In fact, the modern customer demands effortless, do-it-yourself, “over-the-counter” resolution through self-service. Time has now arrived to intelligently integrate people at key moments of truth, and leverage analytics and automation to optimize CX. Wed, 05/09/2018 - 18:21. LEAVE A COMMENT.

Management 113

Management Brand ambassadors Self service Marketing 113

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. Voice is still the channel ranked first in terms of investment focus for 2018. Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs).

Contact Center 57

Contact Center Call Center Self service Surveys 57

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. The good news is that technology can help deliver a more efficient service, while still delivering what citizens want. Share this page on: Tweet.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. billion for the first half of 2018. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Interactive Voice Response 60

Interactive Voice Response Self service Benchmark Contact Center 60

Cisco - Contact Center

MARCH 21, 2019

Using the power of cloud analytics and AI to enhance your customer experiences. This is the power of cloud data analytics and artificial intelligence (AI). Our cloud analytics reporting service will be available for on-premises contact centers. An enhanced omni-channel customer self-service experience via BOTs.

Contact Center 40

Contact Center Airlines Analytics Self service 40

DMG Consulting

OCTOBER 16, 2018

2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. While efficiency gains from applying WFM solutions in small contact centers are limited, these environments are experiencing benefits from automated scheduling, mobility, self-service and employee engagement.

Management 83

Management Contact Center Finance Consulting 83

Mindtouch

JUNE 26, 2018

The World Economic Forum (WEF) recently named ThoughtSpot to the world’s 61 most promising Technology Pioneers 2018. ThoughtSpot provides an analytics platform (relying heavily on artificial intelligence) that helps enterprise-level businesses navigate the digital transformation. More personalization? Yes, please.

Healthcare 69

Healthcare B2C B2B Enterprise 69

DMG Consulting

JANUARY 8, 2018

2018 will be the year of driverless cars – circa 2016. Well, the passage of time has put to rest most of these claims, although it remains to be seen what will happen with regard to driverless cars (by 2018) and AI/robots….but, Speech analytics will replace the traditional quality assurance (QA) process in the next 8 years – 0.7

Contact Center 48

Contact Center Analytics Consulting Consulting 48

Vonage

JANUARY 30, 2019

Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91