24-7 InTouch

MARCH 21, 2024

Winnipeg, MB – March 21, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report. With analysts in the U.S.,

Enterprise 64

Enterprise Technology Marketing Feedback 64

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. Allan Borch. Grant Aldrich. William Taylor. velvetjobs.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CCNG

MARCH 1, 2023

I’ve spent a lot of time looking into the phenomenon, and I just released a report based on what I learned called Customer Service Unplugged: How To Scale Empathetic Customer Service. Max Ball is a long time CCNG advocate and past member, currently a Principal Industry Analyst with Forrester. Here’s hoping some of these ideas can help.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

Playvox

FEBRUARY 16, 2024

The Shift from Quality Assurance to Quality Management Quality assurance (QA) in contact centers was a measurement and practice by analysts, managers, and call center leaders of how agents met (or didn’t meet) defined checkboxes, often for compliance and regulatory requirements, for handling customer interactions.

Quality management 75

Quality management Contact Center Management Best practices 75

AWS Machine Learning

FEBRUARY 1, 2024

Typically, data pipeline work requires a specialized skill to prepare and organize data for security analysts to use to extract value, which can take time, increase risks, and increase time to value. Visualize findings Next, we visualize the findings by severity over time to include in a leadership report.

Technology 85

Technology Accountability Personalization Management 85

TechSee

JUNE 16, 2022

Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Michelle Duerst, VP Analyst at Gartner.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Playvox

MARCH 19, 2024

This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. Analyze more interactions and automate workloads for analysts. AI can help surface the most pressing issues across a large sample and direct them to your quality analysts for a deeper look. And the list goes on. But there’s more.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. A team of top analysts investigated several companies named in previous ‘Cool Vendors’ reports, which have since made significant progress.

CRM 207

CRM Customer Service Enterprise Contact Center 207

Zappix

FEBRUARY 27, 2024

The company utilizes cutting-edge cloud-based technology, including AI, Robotic Process Automation (RPA), IVA and bots, Actionable Analytics and reports leveraging Big Data, and more. The post Technical Business Analyst appeared first on Zappix.

Big data 52

Big data Self service Analytics Customer Care 52

CCNG

JUNE 8, 2022

Many contact centers use analysts to create weekly/monthly performance reports via Excel or other report systems. These tools can help frontline agents stay aligned regarding targets, expectations, and individual performance, often providing this information in real-time. ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Contact Center Pipeline

JUNE 18, 2019

Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. But one analyst is noting a pattern that has nothing to do with balance sheets […]. Capitalism loves consolidation, and credit unions are no exception. What’s behind these mergers?

Contact Center 159

Contact Center Call Center Management 159

Creative Virtual

SEPTEMBER 7, 2021

We are proud that our dedication and teamwork have led us to be named a Conversational AI Leader by the analysts at ISG in their ISG Provider Lens Intelligent Automation – Solutions & Services report!

Virtual Agent 52

Virtual Agent Morale Chatbots Enterprise 52

TechSee

JANUARY 26, 2021

Backed by insights and perspectives following a year of crisis, analyst firms will play a significant post-pandemic role in helping service organizations to navigate the new reality. We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

Unymira

AUGUST 15, 2023

The analyst firm Quadrant Knowledge Solutions has identified, researched and analyzed 16 major enterprise service management (ESM) vendors in the market and ranked them in the SPARK Matrix: Enterprise Service Management, Q2, 2023 report.

Enterprise 52

Enterprise Management Marketing Technology 52

Unymira

AUGUST 17, 2023

The US analyst firm Forrester has published "The Enterprise Service Management Landscape, Q2 2023", their latest vendor overview for ESM solutions. The report is intended to be a guide for all companies seeking information on current technology vendors in the field of ESM solutions.

Enterprise 52

Enterprise Technology Management 52

Fonolo

MARCH 2, 2023

Even though they’re behind the scenes, they’re really important for having a good self-service experience.” – Blair Pleasant, President & Principal Analyst at COMMfusion Self-service is empowering The best self-service empowers agents and creates a positive experience for both agents and customers. “I

Contact Center 141

Contact Center Self service Chatbots Consulting 141

ShepHyken

JANUARY 15, 2023

The ‘Shocking’ Shift in Brand Loyalty Drivers, Per New Brand Keys Report by Webb Wright (The Drum) Brand Keys’ latest Customer Loyalty Engagement Index, which assessed nearly 1,000 brands, highlights the primacy of emotion-based purchases in the post-pandemic marketplace.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

LiveVox

MAY 30, 2023

These approaches include comparing extensive lists of CCaaS features, relying on industry analyst reports or financial performance, and making purchasing decisions based solely on price. […] The post CCaaS Selection Mastery: Your Ultimate RFP Buyers’ Guide for Contact Center Success appeared first on LiveVox.

Contact Center 52

Contact Center Customer Experience 52

Creative Virtual

SEPTEMBER 7, 2022

Creative Virtual is proud to be named the Innovation Excellence Leader in the 2022 Conversational Intelligence report! Another vital differentiator identified in the report is our approach to AI and the training of our chatbots and virtual agents. Download a full copy of the 2022 Conversational Intelligence report here.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

ShepHyken

APRIL 15, 2019

(destinationCRM.com) Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report. My Comment: This article is an interpretation of a Forrester report focused on customer service and customer experience.

Customer Service 216

Customer Service Chatbots Self service Customer Experience 216

ShepHyken

DECEMBER 5, 2016

Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. That someone may be the CMO, according to a Constellation Research report, authored by principal analyst Natalie Petouhoff.

Customer Service 305

Customer Service Customer retention Personalization Customer Experience 305

Education Services Group

JUNE 14, 2022

How many reports in your inbox or dashboards in your reporting tool look like one of those books? I’ll never fully understand why we choose to display inaccurate or incomplete data in our dashboards and reports. For example, if you know your NPS data is solid and complete, build a custom report or dashboard for it.

CRM 52

CRM Metrics Government Sales 52

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. My Comment: Salesforce has released a report that customer experience (CX) is now “Job Number One.”

Customer Service 290

Customer Service Surveys Marketing Sales 290

Playvox

APRIL 21, 2023

Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Creative Virtual

MARCH 11, 2021

The analysts at ISG found Creative Virtual to be a Leader based on our comprehensive solution portfolio and industry experience, emphasizing our long history of developing and delivering conversational AI solutions that provide real results. You can download a copy of the ISG Provider Lens Quadrant Report here.

Virtual Agent 52

Virtual Agent Enterprise Chatbots Consulting 52

Playvox

MAY 24, 2022

The SoFi team required visibility into this QA data at every level of the business, from C-suite, to manager, to analyst, to agent. With their member-oriented data goals in mind, Playvox worked with SoFi to build out the reporting their diverse department leaders needed during this exciting time of transition. Data Needs Context.

Big data 72

Big data Construction Banking Coaching 72

Fonolo

OCTOBER 20, 2020

Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. You can download the complete report for free here. 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. Good times. This surprised us at first.

Contact Center 126

Contact Center Coaching Education Analytics 126

Lumoa

JANUARY 19, 2023

Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board. They also need to be able to make sense of them, build reports, and recommend actions.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

TeamSupport

NOVEMBER 15, 2023

Consider some of these new roles in customer support team leadership: Content Creation Content Author: write new knowledge base content Curriculum Designer: create training curriculum and materials for self-paced and instructor led training Editor: ensure that the content is consistent in style, grammar, accuracy, and formatting UX Design Knowledge (..)

Best practices 105

Best practices Customer Support Engineering Analytics 105

Playvox

FEBRUARY 8, 2022

As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry unparalleled insights into performance, operations, technology, and HR aspects of U.S. Enter ContactBabel. contact centers. Based on research gathered from more than 200 U.S.

Contact Center 83

Contact Center Gamification Benchmark Metrics 83

Jon Arnold

JANUARY 28, 2022

UK-based Onalytica has been producing Who’s Who influencer reports for a while, and I landed in two of them last year, both for the UCaaS space. It’s always great to get industry recognition, and while I don’t know many of the people included in their report, it’s fair to say I’m in good company.

59

59

teleopti

JULY 1, 2019

If you have been in a situation where you hear these questions, perhaps from your manager or a client, then you know the value of solid reporting and analytics. To do this you need both confidence in your reporting and the ability to graphically convey an effective story. WFM Analyst – Going from a data novice to a data Rockstar.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

AWS Machine Learning

APRIL 12, 2023

Each document type has a separate folder: blogs, case-studies, analyst-reports, user-guides, and white-papers. Based on the ACL, we should be results from all the folders: blogs, user guides, case studies, analyst reports, and whitepapers. This folder structure is contained in a folder named Data.

Enterprise 88

Enterprise APIs Engineering Management 88

JivoChat

JANUARY 18, 2023

Microsoft Power BI Desktop for Business Intelligence The Microsoft Power BI Desktop for Business Intelligence is developed to help you know how to make quality business intelligence reports from the ground up. The course teaches you how to design and implement BI tools used by professional analysts and data scientists. Workload: 8.5

Metrics 75

Metrics Best practices Management Marketing 75

Education Services Group

APRIL 15, 2022

You need a Customer Success Analyst. I’ve had a lot of conversations in the past few months with folks who want to learn more about the role of a Customer Success Analyst: what we do, how we think, the skills needed to be successful. I’m only going to say this once: Customer Success Analysts DO NOT have to be Data Scientists.

Analytics 98

Analytics Morale Sales Technology 98