Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Nicereply

SEPTEMBER 28, 2021

Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Customer Feedback Survey. Surveys are a crucial tool for collecting their thoughts. The tool also lets you maintain your company’s look and feel across surveys by customizing the forms for your specific needs. Customer service analytics.

Customer Service 98

Customer Service call center software Surveys Analytics 98

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

DMG Consulting

JANUARY 17, 2021

Welcoming in 2021, the Year of the Vaccine. DMG’s February newsletter will contain the results of the annual survey and the implication of the findings for enterprises. 2021 started off quietly, with many of us welcoming in the new year from the safety of our homes, but this didn’t last long. Happy New Year!

Government 90

Government Healthcare Consulting Consulting 90

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . What’s in store for 2021? Here are three predictions for 2021: 1. Agent wellbeing will take centre stage – as more contact centres continue homeworking into 2021.

Analytics 72

Analytics Self service Government Engineering 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

Upstream Works

JANUARY 26, 2021

The Accelerated Need for Digital CX in 2021. Embracing Contact Center AI in 2021. Contact centers of all sizes will have to continue to adapt to the new normal throughout 2021. The post The Accelerated Need for Digital Transformation in 2021 appeared first on Upstream Works. Supporting a distributed workforce.

Contact Center 78

Contact Center Self service Technology Surveys 78

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more).

Surveys 98

Surveys Marketing Customer Support Sales 98

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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 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 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. According to 2021 data, 59%-70% of patients would rather self-schedule appointments. To learn more, contact us.

Healthcare 142

Healthcare Technology Self service Analytics 142

COPC

MARCH 31, 2021

in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic initiatives. With next to no warning, 50% of the organizations surveyed had to implement initiatives that hadn’t been in their business plans. SST growth took off.

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. In this blog, let’s explore both the advantages and disadvantages of customer feedback surveys in detail.

Feedback 78

Feedback Surveys Customer retention Metrics 78

Hodusoft

DECEMBER 17, 2020

Below mentioned are some of the essential features to look forward to in 2021, have a look: Predictive Dialer: Predictive dialer is an important feature of a call center software solution that enables agents to connect with the call as soon as they become available to take the next call. Key Features of Call Center Software.

Call Center 59

Call Center call center software Interactive Voice Response Abandon rate 59

Calabrio

FEBRUARY 26, 2021

Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Analytics 52

Analytics Contact Center contact center solutions CRM 52

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Uniphore

JANUARY 21, 2022

AI-powered analytics optimize patient and member services. In an article on the Top 10 Emerging Trends in Health Care for 2021 , the American Hospital Association (AHA) made the following observation: Today we can receive goods the same day we order them and track them minute by minute from order placement to delivery.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools.

Customer Experience 335

Customer Experience Metrics Customer retention Analytics 335

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 101

Advertising Entertainment Sales Personalization 101

CSM Magazine

OCTOBER 5, 2021

The study, entitled “ Health of the Contact Centre 2021: Agent Wellbeing and the Great Resignation, ” surveyed US and UK contact centre agents to uncover transformational opportunities for the contact centre from their perspective. Calabrio previously surveyed agents on the same topic in 2017.

Surveys 52

Surveys Education Enterprise Analytics 52

Beyond Philosophy

MAY 1, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Complete this short survey. A massive gap exists. Please tell us how we are doing!

Consulting 150

Consulting Consulting Analytics Enterprise 150

Spearline

JUNE 2, 2022

It surveyed people in a broad range of job roles and found that 55% of contact centers hope to leverage technology to reduce costs or boost productivity in 2022. In 2021, there were more high profile hacks of large organizations than ever. But, when it comes to security, those fears seem to be dissipating.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 101

Upselling Surveys Analytics Customer retention 101

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

Feedback 83

Feedback Surveys Customer centricity Analytics 83

Contact Center Pipeline

MAY 5, 2021

A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021.

Surveys 130

Surveys Management Analytics Contact Center 130

Enghouse Interactive

JANUARY 15, 2021

Looking forward into 2021, now is the time to get contact centre systems ready for the year ahead. While it is difficult to predict the near-future, focusing on five key areas for improvement will help get your contact centre fit for 2021, and beyond, however the world evolves. Deliver a personalised experience.

Self service 40

Self service CRM Quality management Feedback 40

Totango

MARCH 26, 2021

Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. The post Understanding Your Customer Lifecycle in 2021 appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. Provide opportunities and incentives for customers to promote your brand.

SaaS 66

SaaS Best practices Upselling Education 66

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

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

Lumoa

NOVEMBER 7, 2022

They’d organize surveys and listen to customers and then try to share these insights with other teams. By the time the survey has been sent out, responded to, and analyzed, customers have already moved on to the next big thing. Fortunately, technology is keeping up with these demands. And it’s not going away anytime soon.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics 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 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

TechSee

MAY 4, 2021

Another survey corroborated these findings, with just under half (45%) of U.S. businesses extended their remote working scheme to 2021. A survey by Aberdeen backs this up, finding that while only 14% of contact centers admitted having remote work capabilities in place before the pandemic, that number increased to 52% by June 2020.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Spearline

MAY 10, 2021

of contact centers are expected to get to that point by autumn 2021 and a further 26.9% Poor audio quality could result in inaccurate analytics or, worse still, the inability to utilize the data contained within a call. Implementation of speech analytics can require a significant initial investment. While another 11.5%

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics 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 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

CSM Magazine

MAY 17, 2021

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. Agility is the name of the game and has prompted a widespread move to the cloud. Time to explore. So what’s next for the cloud? What’s next?”.

Analytics 96

Analytics Employee engagement Surveys SaaS 96