ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. The post 50+ Customer Engagement Statistics for 2020 appeared first on ProProfs Learning.

B2B 204

B2B Banking Personalization Employee engagement 204

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

teleopti

DECEMBER 16, 2019

While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. 2020: completing the WFM triangle. So what does the future hold for WFM in 2020? Then, introduce desktop and process analytics to release the full potential of your customer-facing employees.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

JustCall

MARCH 16, 2021

Yet again, we are super proud to announce that JustCall ranked Number 8 on the Deloitte Technology Fast 50 India, 2020 ! About Deloitte Deloitte Tech Fast 50 India Awards, 2020. Winning the 2020 Technology Challenge. Winning the 2020 Technology Challenge. Comprehensive Call Analytics Dashboard.

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020. Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

kommunicate

JANUARY 6, 2021

Our last product update for 2020. In the month of December, we have optimized some features and added cool features in the Dashboard, additional features in Kompose, and Bot analytics. The post Here’s What’s New from December 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.

Analytics 52

Analytics 52

Nicereply

DECEMBER 5, 2019

For example, in 2020. There are 7 customer experience predictions which will shape CX in the upcoming year: Video analytics (the wow factor). Video analytics will help in analyzing the facial expressions of the customer. The post 7 Top Customer Experience Predictions for 2020 appeared first on Customer Happiness Blog.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

Cisco - Contact Center

JUNE 18, 2020

We made significant enhancements to our on-premises solutions providing our customers with a simpler way to manage their software licenses, and integration to advanced cloud services such as analytics reporting, call transcription, and customer feedback metrics at the agent desktop – all reducing pain of adoption for cloud services.

Contact Center 128

Contact Center Enterprise contact center solutions Cloud contact 128

kommunicate

DECEMBER 2, 2020

In the month of November, we have added some cool features like Dialogflow CX integration, additional features in Kompose, and Bot analytics. The post Here’s What’s New from November 2020|Kommunicate Product Updates appeared first on Kommunicate Blog. If you want to catch up last month update, please head here.

Analytics 52

Analytics 52

kommunicate

NOVEMBER 3, 2020

In the month of October, we have added some powerful features like Teams, IBM Watson integration, Dialogflow CX integration, additional features in Kompose, and Bot analytics. The post Here’s What’s New from October 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.

Analytics 52

Analytics 52

ProProfs Blog

MAY 6, 2020

Must-Read 53 Customer Experience Statistics for 2020 . While the above-mentioned customer experience statistics of 2020 help you learn what works well for a business when focusing on good customer experience, this one helps you learn what you actually should do to prompt your customers to return to your brand.

Customer Experience 99

Customer Experience B2B B2C Sales 99

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

C Space

JULY 7, 2020

The Brand Move Roundup – July 7, 2020. According to Gartner’s Annual CMO Spend Survey 2020 , “CMOs dismiss economic pessimism, as 73% expect COVID-19’s near-term negative impacts to be short-lived.” So while budgets will take a cut in 2020, CMOs remain upbeat, expecting them to bounce back in 2021. Read More.

Advertising 52

Advertising Consulting Consulting Surveys 52

aircall

SEPTEMBER 26, 2022

Sales analytics software injects an evidence-based strategy back into sales management. Sales analytics software taps into these internal processes and data and then uses it to increase growth, profitability, and revenue. What Is Sales Analytics? We divide sales analytics into four categories: . Descriptive analytics.

Analytics 48

Analytics Sales Metrics CRM 48

Etech GS

MARCH 4, 2020

However, to keep up with HR innovations and the latest HR trends in 2020 while managing your daily work is an exhaustive task. . In this blog, we will discuss a summarized picture of the latest Human Resource trends that are driving efficiency at the organizational level. . Sounds familiar? Don’t worry! .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

Etech GS

MARCH 4, 2020

However, to keep up with HR innovations and the latest HR trends in 2020 while managing your daily work is an exhaustive task. . In this blog, we will discuss a summarized picture of the latest Human Resource trends that are driving efficiency at the organizational level. . Sounds familiar? Don’t worry! .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

bold360 Blog

DECEMBER 16, 2019

To peer into what’s coming in 2020, we recently sat down with Nate Brown, co-founder of CX Accelerator, for Episode 9 of CXNext Live. Together, we came up with three main areas where CX is transforming and your biggest opportunities to differentiate your company in 2020. Analytics are shifting from a moment-in-time to real-time.

Customer centricity 40

Customer centricity Contact Center Metrics Analytics 40

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Contact Center Pipeline

MAY 26, 2021

But when the COVID-19 pandemic struck in early 2020, support volumes increased sharply, and contact […]. The post Three Ways to Make Your Customers Happy with a Digital-First Strategy first appeared on Contact Center Pipeline Blog.

Contact Center 147

Contact Center Enterprise Customer Care Analytics 147

Cyara

JUNE 10, 2022

This article was originally published on Botium’s blog on June 10, 2020, prior to Cyara’s acquisition of Botium. run static and dynamic analytics on it. Learn more about Cyara + Botium. It shows ways to improve the performance of your skill as well. It shows ways to improve the performance of your skill as well.

Coaching 67

Coaching Analytics Chatbots 67

CSM Magazine

JANUARY 11, 2022

The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020.

Analytics 75

Analytics Customer centricity Chatbots Technology 75

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Published on: December 03, 2020. Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. Share this page on: Tweet.

Analytics 72

Analytics Marketing Technology Management 72

Cisco - Contact Center

SEPTEMBER 3, 2020

July 21, 2020. Introducing Webex Experience Management: AI-Powered Journey Analytics Transform Customer and Agent Experiences. Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center 2020. Collaboration between the two is critical to achieving CX success. . Join our Future of Work Webinar. Learn More.

Contact Center 89

Contact Center contact center solutions Analytics Surveys 89

Nicereply

APRIL 30, 2020

It’s time to invest in analytical tools that can keep you abreast of all you need to know about customer interactions. The post 10 Ways How Customer Service Can Boost your Sales in 2020 appeared first on Customer Happiness Blog. After knowing this, you can segment users to provide a seamless and personalized experience.

Sales 69

Sales Customer Service Upselling CRM 69

Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. The all-new Webex Contact Center Lays the Foundation for the Next Generation of Customer Experiences [Blog]. All-Star Acceleration — Experts Look at What’s Next for Contact Center Technology [Blog] featuring Cisco Contact Center executive leadership perspectives.

Contact Center 117

Contact Center Transportation Customer Experience Wireless 117

Callminer

JULY 22, 2018

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. To this end, speech analytics software can provide an overview of call center performance by providing both agents and managers with actionable feedback. 4) Process Adherence. Final Thoughts.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Ann Michaels and Associates

NOVEMBER 23, 2020

For the purpose of this blog post, we will zero in on the aspects of using online resources as a way to gain digital competitive intelligence. Social listening and analytic software options are plentiful and the financial commitment for using them can be huge. The Forrester Wave : Social Listening Platforms, Q4 2020.

Benchmark 52

Benchmark Analytics Enterprise Surveys 52

Hodusoft

MAY 24, 2022

billion in 2020” . This blog will explain why cloud contact centers software is better than on-premise-based call contact centers and how cloud-delivered IP PBX software will adapt to meet the evolving needs of businesses. More efficient analytics. during the forecast period, reaching USD 36.1

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Totango

FEBRUARY 22, 2021

Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. Changing the Customer Success Game. Totango Sets New Records.

Analytics 62

Analytics Customer centricity Best practices Enterprise 62

JustCall

DECEMBER 18, 2020

Reporting & Analytics. Tracking capabilities for interactions between agents, leads, and customers along with access to campaign performance analytics. Comprehensive Call Analytics Dashboard. The post JustCall Earns the 'Best Call Tracking Software 2021' Award appeared first on Justcall Blog.

Interactive Voice Response 52

Interactive Voice Response Analytics CRM Enterprise 52

Natalie Petouhof

SEPTEMBER 1, 2015

Tweet By 2020 it is estimated that there will be over 50 billion connected devices. last year, Salesforce launched Analytics Cloud, powered by the Wave Platform, to reimagine the entire analytics process end-to-end, and empower business users to explore any data and uncover new insights on any device. So what’s new?

Analytics 63

Analytics Average Handle Time Call Logging Best practices 63

Altivon

JULY 23, 2020

eMite announced our partnership on July 9, 2020 on the eMite blog. Altivon has a proven track record of tailoring every solution to the needs of their customers which makes eMite, a leader in contact center analytics, a natural fit. The company sees increasing demand for contact center cloud migrations, analytics and AI.

Chief Customer Officer 52

Chief Customer Officer contact center solutions Contact center software Contact Center 52

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Published on: April 15, 2020. In current times businesses need to be flexible and adaptable and to show consumers that they are on their side, helping them through the crisis.

Surveys 95

Surveys Best practices Analytics Feedback 95

Anexa BPO

JUNE 13, 2022

This is where AI and analytics can support the success of customer service departments, allowing them to acquire insights about their customers, control the conversation, and have more meaningful interactions. The path to the future of customer service is built on creativity, analytics, and purpose.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Analytics Customer centricity 52

Totango

DECEMBER 1, 2020

Before we get to the new year, we still have some great functionality we would like to deliver by the end of 2020. New Totango usage analytics will allow admins and users to report the usage and performance of the team. We are almost at the end of this special weird year moving swiftly towards 2021. Till next time, stay safe.

Enterprise 67

Enterprise Analytics Accountability Feedback 67

TeamSupport

DECEMBER 7, 2020

This blog series explores four types of sales opportunities that can be identified by customer support using automation triggers from support tickets. Your ticket trigger can alert your sales team that this customer might be interested in building a custom report or purchasing your new reporting and analytics product.

Customer Support 98

Customer Support Upselling B2B Sales 98