8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. Speech Analytics for Contact Centers. Speech Analytics for Contact Centers. Analytics Features. Service quality analytics. Supervisor analytics. Contact center analytics.

Analytics 48

Analytics CRM APIs Contact Center 48

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms. By Steve Offsey.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Hand-picked related content: How to reduce churn using customer journey analytics ].

Customer retention 110

Customer retention Analytics Airlines Personalization 110

Netomi

SEPTEMBER 20, 2021

It has the highest accuracy of any customer service chatbot due to its advanced Natural Language Understanding (NLU) engine. It can automatically resolve over 70% of customer queries without human intervention and focuses holistically on AI customer experience. Back-end systems integrations (CRM, OMS, etc.)

Chatbots 126

Chatbots APIs Surveys Analytics 126

Customer Guru

MAY 8, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Airlines 71

Airlines Customer centricity CRM Analytics 71

Infinity

MARCH 14, 2022

Conversation Analytics enabled them to set goals based on location, intent, airlines, and even brand words that they marked as high or low value. Use customer intel about pain points to deflect low-value calls. How Conversation Analytics can enhance your call monitoring. Every conversation matters.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

Netomi

JANUARY 5, 2023

The only certainty is that the quality of customer experience (CX) is more important than ever. According to Forrester’s US 2022 Customer Experience Index rankings, CX quality fell for almost a whopping 20% of brands in 2022. Easily integrates into the tools you’re already using.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

CSM Magazine

MARCH 31, 2020

The first is that customer service leaders feel pressured by their C-level teams to acquire this burgeoning technology, which they assume is a kind of “off-the-shelf” “plug-and-play” solution. For many businesses, a chatbot can be a way to add the same intelligence to their customer service offering. It’s not.). Which it needn’t be.).

Chatbots 72

Chatbots Contact Center Banking Accountability 72

Voxjar

MAY 10, 2018

Ninety-percent of today’s shoppers expect a seamless customer experience across multiple channels and devices. Read: 4 Call Center QA Best Practices To Maximize Customer Experience ). Call Analytics: Finding Insights That Matter. Today, all these things need to work together as one cohesive support ecosystem.

Analytics 40

Analytics Airlines CRM Marketing 40

C3Centricity

DECEMBER 3, 2018

Read on for some of the most useful tips I’ve seen on the topic of adopting a customer first strategy. A customer first strategy is not that difficult to implement. Just think customer first in everything you do! CEX #CRM #CustomerFirst Click To Tweet. REASONS TO ADOPT A CUSTOMER FIRST STRATEGY.

Big data 59

Big data Marketing B2C CRM 59

Comm100

DECEMBER 22, 2016

In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

JustCall

MARCH 23, 2023

Long hold time and numerous call transfers frustrate customers. It delivers a poor customer experience, hurting your business growth and sustainability in the long run. Interactive Voice Response- Use Cases Any business that deals with customers regularly need an IVR system. You can customize your IVR menu accordingly.

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52

Comm100

FEBRUARY 6, 2018

Business Seeks Industry-Leading CRM. Business on a Budget Seeks Uncomplicated CRM. Business Seeks Industry-Specific CRM. Company with Reliable CRM Seeks Hassle-Free Live Chat Software. Business Seeks All-in-One Customer Service Software. Business Seeks Social Media Software with Integrated Social CRM.

CRM 42

CRM Enterprise SaaS Marketing 42