BlueOcean

DECEMBER 18, 2023

At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.” Conversation analytics platforms make that possible. She was blunt. But she wasn’t wrong.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

AWS Machine Learning

DECEMBER 19, 2023

Overall, ML use cases require a readily available integrated solution to industrialize and streamline the process that takes an ML model from development to production deployment at scale using MLOps. He is an evangelist who loves to help customers leverage new technologies and build repeatable industry solutions to solve their problems.

Analytics 105

Analytics Engineering Government Best practices 105

JustCall

NOVEMBER 24, 2022

Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects. Account Executives, often called Sales Managers, are responsible for closing company sales and are directly responsible for generating revenue for your business.

Accountability 52

Accountability Calibration Sales B2B 52

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Industry Report: State of the Contact Center 2022. We asked industry leaders and CX experts their thoughts on the past year and their predictions for what contact center professionals can expect this year.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations.

Analytics 99

Analytics Technology Banking Engineering 99

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses. Consistency is key.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Call Center 345

Call Center Banking Accountability Contact Center 345

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. We asked ChurnZero’s industry network of CS experts to weigh in. ” How do other industry experts see customer success goals evolving?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Unlike retail and other industries, the healthcare industry presents a complex lifecycle of stakeholders with financial impacts.

Healthcare 100

Healthcare B2C Government Analytics 100

Call Journey

OCTOBER 24, 2018

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. How to implement speech analytics” is one of the question we wished we were asked more often! Speech Analytics can be a powerful tool. Shep Hyken. Shep Hyken. Work with a reliable size data set.

Analytics 45

Analytics Construction Morale Technology 45

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it. Using Customer Success Analytics to Take Action. This promotes efficiency.

Analytics 82

Analytics Enterprise Metrics Customer centricity 82

JustCall

JANUARY 29, 2024

As a whole, JustCall is an AI-powered customer communications platform with a ton of nifty voice, SMS, analytics, collaboration , and automation features. But one of its most remarkable features is the Sales Dialer. That is exactly what JustCall’s Predictive Dialer lets you do. At this time, Kixie doesn’t offer a predictive dialing solution.

Sales 52

Sales APIs Analytics Abandon rate 52

aircall

JANUARY 6, 2021

Financial services are not only important to consumers, the financial services industry plays an important role in the financial health of our country , which has a direct effect on the national economy. . The financial services industry is instrumental in managing financial risks on a national level and keeping the economy strong.

Sales 62

Sales Banking Call Center Upselling 62

Method:CRM

FEBRUARY 27, 2019

Those poor accountants. In fact, today’s accountants are far more than just number-crunchers — they’re leaders, strategists, technologists, advisors and business specialists. The accounting industry: (p)art of the deal. Accountants speak the language of business. They get a bad rap. Becoming a part-time CFO.

Accountability 61

Accountability Consulting Consulting CRM 61

Monet Software

JULY 30, 2019

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. Analytics can take many forms.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

JustCall

APRIL 5, 2022

Replacing its traditional counterpart, the technology is heavily deployed across industries and sectors today. . Fixing Communication Gaps Across Industries. VoIP phones solve this problem for businesses across industries by allowing agents to work flexibly from any location. The inflexibility of on-premise work.

voip 52

voip Real estate Interactive Voice Response Education 52

DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. Automation initiatives are priorities in most industries. It provides a first-hand account of customers’ perception of the service journey by capturing sentiment and emotion, and the degree of effort expended. Analytics will Continue to be a Differentiator.

Contact Center 74

Contact Center Analytics Consulting Consulting 74

Revation Systems

MAY 7, 2018

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? One industry in particular, however, has untapped potential in terms of data analytics — regional banks.

Banking 48

Banking Analytics Accountability Surveys 48

Monet Software

JULY 4, 2018

While Monet is pleased to offer both speech analytics and desktop analytics solutions, we tend to focus more on speech analytics because we’re hearing more customer interest in this capability, and its adoption into forward-thinking contact centers has become mainstream over the past few years. Normal.dotm.

Analytics 48

Analytics Government Contact Center Accountability 48

Tethr

AUGUST 22, 2020

We’ve spent more than a decade working with medium to enterprise-level businesses across a range of industries to turn them into voice of customer (VoC) listening leaders. Now, we’ll share six of our most potent conversation analytics features to help you become a customer listening pro yourself. “To

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

Cincom

MAY 8, 2024

As the pioneer of CPQ technology, Cincom offers industry-leading solutions that enhance sales capabilities while solving common pain points. Integration with Existing Systems: APIs facilitate data sharing between CPQ and other core platforms like CRM, ERP, accounting, e-commerce, and more.

Enterprise 52

Enterprise Sales CRM Engineering 52

Monet Software

MARCH 20, 2019

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Answers to all of them can be better achieved with desktop analytics. Where speech analytics is primarily customer-focused, desktop analytics delivers insight on your agents and your processes.

Analytics 54

Analytics Contact Center Government Banking 54

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. Account Setup and Verification : Upon receiving a debt, the agency sets up an account for the debtor and verifies all the details. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Maru Group

DECEMBER 28, 2020

While it is too early to fully understand the long-term effects of COVID-19, the entire payment industry must prepare for the impact of the ‘new normal’ We gathered a group of insights professionals from the financial services industry to discuss what is happening in this rapid-changing payments ecosystem. Looking ahead.

Best practices 52

Best practices Analytics Marketing Accountability 52

CSM Magazine

MAY 10, 2024

Financial service providers face the challenge of personalizing their approach in an industry often viewed as impersonal and transactional. Influence of Digital Transformation The wave of digital transformation sweeping the financial services industry has altered the way customers interact with their institutions.

Banking 52

Banking Customer centricity Feedback Surveys 52

AWS Machine Learning

OCTOBER 31, 2023

Enterprise Resource Planning (ERP) systems are used by companies to manage several business functions such as accounting, sales or order management in one system. In particular, they are routinely used to store information related to customer accounts. n Question : {question}?

Healthcare 101

Healthcare APIs Engineering Accountability 101

OrecX

JULY 2, 2018

Call recording is used by companies in a wide range of industries to improve customer experience, measure agent performance, ensure compliance, monitor marketing and sales efforts, settle customer disputes, and the list goes on. The Business Value of Call Recording with Speech Analytics. Speech Analytics Increases Efficiency.

Analytics 70

Analytics Metrics Scripts Coaching 70

Clarabridge

OCTOBER 30, 2015

Just like your neighbor who gives out full-sized candy bars, this Halloween we’re giving out the good stuff: three solid tricks for picking out the right text analytics tools (plus an extra treat, because you look so cute in your costume). If you follow these tricks, you will end up with a solution that meets all your text analytics needs.

Analytics 74

Analytics Feedback Accountability Surveys 74

The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. The Cellular Telecommunications Industry Association (CTIA) reports that, in 2019, America’s wireless industry contributed $690.5 The value of reducing repeat calls. billion to U.S.

Wireless 110

Wireless Analytics Average Handle Time Contact Center 110

AWS Machine Learning

JULY 29, 2022

Organizations across various industries are using artificial intelligence (AI) and machine learning (ML) to solve business challenges specific to their industry. For example, in the financial services industry, you can use AI and ML to solve challenges around fraud detection, credit risk prediction, direct marketing, and many others.

Government 77

Government Banking Analytics Accountability 77