SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. When Centricity first moved to a work-from-home model in 2020, they had to stray from their traditional management style. Centricity’s leadership team uses agent and customer analytics to make better decisions.

Analytics 128

Analytics Coaching Contact Center Metrics 128

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. Figure 1: Contact Center Technology Investment Priorities for 2020.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business.

Analytics 52

Analytics Finance CRM Engineering 52

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. GTACC 2020 Conference, Toronto. We’ve got you covered.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Tethr

DECEMBER 29, 2020

Here are our top ten blogs of 2020: 10. The limitations of using text analytics to analyze conversations. What’s the real difference between traditional text analytics tools and serious conversation analytics tools like Tethr? the most popular of the top ten blogs of 2020… 1. Read the full article.

Analytics 72

Analytics Call Center Enterprise Sales 72

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. In last year’s Contact Center Trends 2020 report, we predicted that there would be a mass migration to the cloud over the coming years.

Contact Center 126

Contact Center Coaching Education Analytics 126

LiveVox

FEBRUARY 7, 2023

Since 2020, the pace of change inside the contact center has accelerated through technology. More agents are working remotely than ever before and customer’s have gravitated to digital-first interactions.

Management 68

Management Analytics Contact Center Technology 68

ShepHyken

APRIL 30, 2021

The changing conditions in 2020 redefined how we lived and worked. Forbes had predicted that AI would take over 85% of customer service by 2020. Unfortunately, many organizations had to reduce or postpone their AI investments due to the pandemic in 2020. Using Predictive Analysis for Customer Management.

Customer Service 362

Customer Service Chatbots Analytics Healthcare 362

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Nuance

NOVEMBER 25, 2020

That includes the Nuance® AI Marketplace, Nuance PowerScribe™ One, and for 2020, the integration of Common Data Elements standards into PowerScribe One. We’ve also increased investments in PowerScribe Follow-up Manager, mPower Clinical Analytics, [.]

Analytics 97

Analytics Management Healthcare 97

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. Metric #1: Customer Satisfation. Customer satisfaction.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Essentially, the world of WFM is shifting up a gear to become Workforce Engagement Management or WEM.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions.

Quality management 74

Quality management Analytics Technology Marketing 74

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. In 2020, edge computing will begin revamping CX, moving user experiences into device end-points and revising traditional omnichannel constructs and frameworks. Philip Say is VP of Innovation Product Management at Sutherland Labs.

Customer Experience 91

Customer Experience Construction Finance Customer centricity 91

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned.

Analytics 72

Analytics Self service Government Engineering 72

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management 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 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

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. It provided all the right metrics to report to the management team.”. Cisco Wins UC Today’s Best Collaboration Platform for 2020. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Serenova

FEBRUARY 18, 2020

In our annual trends report , cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020. You can add or remove seats based on changing call volumes, optimizing the customer experience while cost-effectively managing business operations. The Cloud Enhances Customer (and Agent) Experience.

Contact Center 93

Contact Center Cloud contact Analytics Coaching 93

Cisco - Contact Center

JUNE 18, 2020

Our second major acquisition was CloudCherry, which resulted in Webex Experience Management , our first experience management SaaS solution that enables companies to do meaningful analyses of their customers’ feedback and journey experiences to improve business outcomes such as Net Promoter Score and customer lifetime value.

Contact Center 131

Contact Center Enterprise contact center solutions Cloud contact 131

Callminer

MAY 12, 2020

Analytics Solutions (such as speech analytics and interaction analytics tools). To learn how innovative software tools can improve the customer experience across multiple customer engagement channels, download our white paper, The Guide to Customer Engagement Analytics. Evaluating Workforce Management Software.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

NobelBiz

AUGUST 23, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. In this article, we will try to outline everything there is to know about speech analytics. What is call center speech analytics?

Analytics 52

Analytics Call Center First call resolution Contact Center 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

Spearline

JUNE 7, 2021

In 2020, Call Centre Helper released a whitepaper titled “What Contact Centers Are Doing Right Now” It asked hundreds of global contact center professionals and telecoms experts if they believed the uptake of speech analytics will increase during the next 5-10 years. The need for proactive management.

Analytics 52

Analytics Coaching Contact Center Upselling 52

Fonolo

JANUARY 14, 2020

There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. Roy Atkinson.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Nicereply

DECEMBER 29, 2020

Wish we could say 2020 has been an exciting year filled with innovations, incredible travels, and brand-new experiences. So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Call Journey

DECEMBER 17, 2019

Armed with an exciting and jam-packed roadmap for 2020, Call Journey, thought leader in Conversation Analytics space and a Genesys’ global speech analytics partner, is set to participate in the upcoming Genesys Global Kickoff, happening in January, 2020 at the Gaylord Palms Resorts and Convention Center in Orlando.

contact center solutions 75

contact center solutions Analytics Sales Contact Center 75

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Contact Center 48

The Center for Client Retention

DECEMBER 3, 2019

Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond. According to the workforce management experts at Inward Strategic Consulting, Millennials– the largest generation in the U.S. Social Media 2.0.

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. More channels meant more sets of data, but with little integration across them, the task of managing all the data was within the realm of human capabilities.

Big data 98

Big data Contact Center Analytics Metrics 98

Education Services Group

FEBRUARY 5, 2021

ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results. The economic uncertainty of 2020 has transformed the retention and growth of current clients from a “nice-to-have” into a “must-have” for any business that operates with a subscription model.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

CCNG

JULY 12, 2020

March 20, 2020. March 15, 2020. Gallup Managing Director Larry Emond gathered the strategies and policies of 100 members of the CHRO Roundtable, an organization that includes the CHROs of more than 650 of the world's largest companies, for their responses to the COVID-19 pandemic. March 18, 2020. February 12, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

ChaseData

FEBRUARY 7, 2020

Call center analytics and reporting is a key element of success for any center hoping to continually improve and grow. How involved are your management staff in call center analytics and reporting? How are important metrics used in your center to improve performance and enhance customer experience?

Call Center 52

Call Center Analytics Metrics Contact Center 52