Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

MARCH 9, 2020

Integrate wider analytics tools into your scheduling solutions for better operational insights. “With integrated analytics software you’ll be able to better forecast agent numbers. Analytics data will be able to show you things like call volume trends, topics of calls, quality of calls and more. .”

Best practices 182

Best practices Call Center Analytics Metrics 182

Jon Arnold

OCTOBER 16, 2020

Details are here , and I’ll be joined by Heather Barrow of Eventus , as she shares highlights from her recent white paper about this topic – it’s quite good, and you should give it a read. The cloud has changed everything, and that brings us to Big Data. The mind boggles.

Big data 98

Big data Contact Center Analytics Metrics 98

Cincom

OCTOBER 14, 2020

Once data is gathered, refined and normalized, it is useful for many processes that are familiar to anyone who has been involved in marketing. The tough part is analytics. Geoffrey Moore is quoted saying, “Without big data analytics, companies are blind and deaf, wandering out onto the Web like deer on a freeway.”.

Marketing 52

Marketing Analytics Call Logging Enterprise 52

CSM Magazine

JANUARY 12, 2021

For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”. The beauty of testing is that failures provide valuable lessons learned that can be applied to ensure the success of the final roll-out programme. About the Author. Established in 2014, EBI.AI

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Xaqt

FEBRUARY 6, 2020

Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics.

Contact Center 52

Contact Center Enterprise Call Center APIs 52