DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Big Data is Getting Bigger. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Text and Speech Analytics are Not Created Equal.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights. What Does This Latest Release Feature?

Gamification 45

Gamification Management Analytics Metrics 45

NobelBiz

FEBRUARY 22, 2023

As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly. That is why Call center analytics enables you to collect and analyze customer data to prioritize them. This comprehensive data includes information on every inbound and outbound call.

Analytics 52

Analytics Call Center Big data Contact Center 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. This is where big data and predictive analytics come into play.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

aircall

APRIL 16, 2021

Data and reporting – Build advanced dashboards and sales reports. Surveys – Send automated surveys to assess customer satisfaction after sales calls. Surveys – Send automated surveys to evaluate customer interactions. SaaS works well for a variety of general use cases, including: Data backup.

SaaS 62

SaaS Sales Coaching APIs 62

Spearline

JULY 13, 2021

In a survey conducted by CGS , it was interesting and reassuring to know that customers still rely on voice as their number one method of communicating with a customer service agent. Fig 1: Screenshot taken from GCS' infographic survey ' Is Covid-19 Illuminating Cracks in Customer Service? ' Migration to the cloud.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Targeted coaching intervention. Results: Downstream Issues. Finally, we have downstream issues.

Coaching 72

Coaching Banking Customer effort Wireless 72

JustCall

MAY 5, 2022

This process uses artificial intelligence, machine learning algorithms, and big data analytics in order to score the key attributes and behaviors of potential customers. Entirely Data-Driven. Predictive models of scoring rely on data acquired from different sources and surveys.

Sales 52

Sales CRM Best practices Benchmark 52

Tethr

MAY 22, 2019

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Specifically, customers told us that companies only managed to resolve their issues 40% of the time.

Wireless 68

Wireless Coaching Banking Accountability 68

Balto

SEPTEMBER 12, 2023

Harnessing Predictive Analytics for Enhanced CX Utilizing predictive analytics enables you to gain accurate insights about what your customers need and expect from your institution. With data-driven analytics, you can easily identify what customers don’t want. Improve your employee experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52