Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . How AI-Enabled Super-Agents Improve CX.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Aspect

SEPTEMBER 4, 2019

Speech analytics creates opportunities within your organization to uncover valuable insights by analyzing customer sentiment. Adding speech analytics provides the mechanism for identifying stress inducers, like the nature of complaints and problems. Can you turn business insights into reduced operating costs? Reduced Agent Stress.

Analytics 85

Analytics Contact Center Quality management Coaching 85

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions. Read on for a preview of the upcoming analytics capabilities.

Analytics 94

Analytics Metrics Management Coaching 94

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Understand Your Ups and Downs.

Coaching 86

Coaching Morale Analytics Benchmark 86

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Understand Your Ups and Downs.

Coaching 81

Coaching Morale Analytics Benchmark 81

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

Contact Center Pipeline

MAY 30, 2019

It’s also a time when blog readership spikes. This month, we saw a great deal of interest in a mix of topics from familiar management challenges like frontline coaching and attrition, to a look at how speech analytics’ can tackle long-time contact center pain points, to […].

Coaching 124

Coaching Analytics Contact Center Management 124

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: What If You Could Have Real-Time Conversation Analytics? appeared first on NobelBiz®.

Analytics 52

Analytics SaaS Coaching 52

NICE inContact

FEBRUARY 13, 2019

But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. The post What is Quality Management Analytics?

Quality management 55

Quality management Analytics Management Coaching 55

aircall

SEPTEMBER 26, 2022

Sales analytics software injects an evidence-based strategy back into sales management. Sales analytics software taps into these internal processes and data and then uses it to increase growth, profitability, and revenue. What Is Sales Analytics? We divide sales analytics into four categories: . Descriptive analytics.

Analytics 48

Analytics Sales Metrics CRM 48

USAN

AUGUST 27, 2021

The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics can pinpoint where deviations take place. Yes, accuracy matters.

Best practices 52

Best practices Analytics Scripts Contact Center 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Constant Learning Improves AI Recommendations. Refining the Models.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

Contact Center 52

Contact Center Analytics SaaS Coaching 52

Calabrio

NOVEMBER 25, 2020

With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements. The best technologies and analytical insights are half of the equation, but you need a strong team that can take full advantage of them to be successful. We’ve covered a lot of ground here.

Contact Center 52

Contact Center Self service Analytics Banking 52

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions. Read on for a preview of the upcoming analytics capabilities.

Analytics 54

Analytics Metrics Management Coaching 54

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

NICE inContact

JUNE 17, 2019

You keep telling the contact center they need to improve on digital channels, but just like on voice, agents need ongoing evaluation, feedback, and coaching to improve. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

You keep telling the contact center they need to improve on digital channels, but just like on voice, agents need ongoing evaluation, feedback, and coaching to improve. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Quality management 54

Quality management Analytics Customer Experience Management 54

Cyara

JUNE 10, 2022

This article was originally published on Botium’s blog on June 10, 2020, prior to Cyara’s acquisition of Botium. run static and dynamic analytics on it. present the results in the Botium Coach dashboard. Learn more about Cyara + Botium. It shows ways to improve the performance of your skill as well.

Coaching 67

Coaching Analytics Chatbots 67

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment. Have a plan.

Analytics 81

Analytics Contact Center Consulting Consulting 81

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Vonage

FEBRUARY 13, 2017

Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Speech analytics ensures vital information is never lost. In a busy environment, real-time speech analytics provides the ultimate fail-safe. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 53

Analytics Customer Service Scripts Surveys 53

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. In our last blog , we asked the question ‘what does wellbeing really mean?’ While many organisations are busy leveraging analytics to uncover the voice of the customer, the same cannot be said when it comes to truly understanding agents. 3 ways to de-stress the workforce.

Technology 52

Technology Coaching Analytics Enterprise 52

Totango

NOVEMBER 27, 2023

CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. The post Trends shaping The Forrester Wave™: Customer Success Platforms report appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

B2B 92

B2B CRM Enterprise Upselling 92

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

Anexa BPO

NOVEMBER 28, 2023

You can also include collaborative learning as part of team-building experiences and leverage peer-to-peer coaching. Foster a ‘leader-led’ culture Leaders also require talent development focused on coaching skills that nurture peers and employees. Leaders are at the heart of fostering growth and career advancement opportunities.

Coaching 52

Coaching Enterprise Analytics Technology 52

Noble Systems

MAY 11, 2021

Conversation Analytics is just one piece of the puzzle. As a part of the conversation analytics mix, automated speech recognition (ASR) can help companies better understand their customers and improve the brand experience. In this blog, we’ll look at how speech recognition has evolved since it was first introduced.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Post-call analytics, on the other hand, delve deeper into each interaction, offering insights into customer behavior, agent performance, and potential areas for improvement.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

JANUARY 23, 2017

With analytics, companies can turn data into insights and anticipate customer needs. With the many analytics applications that exist for businesses today, leaders have a front row seat to understanding their customers’ conscious and subconscious cues. Not convinced? Stage 1: Awareness. Stage 3: Retention.

Analytics 56

Analytics B2B Sales Contact Center 56

aircall

JANUARY 25, 2023

Its features include AI, voice, analytics, and workforce management. Analytics When it comes to the success of a cloud-based phone system , success is in the details. Analytical features are what distinguish the best cloud-based phone system providers from the rest. What Is Genesys? stars Pricing: Starting from $25.95

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Furthermore, supervisors can leverage real-time analytics and reporting to monitor performance levels, identify areas of potential improvement, and make informed decisions for increased productivity.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ConvergeOne

JUNE 21, 2022

WEM solutions incorporate combinations of call recording, quality assurance, workforce management, speech analytics, e-learning and analytics. In this ConvergeOne blog series, we will explore our approach to WEM in terms of six steps, each defined by added functionality that builds upon the prior steps of your WEM journey.

Management 66

Management Contact Center Coaching Analytics 66

Peter Lavers

NOVEMBER 14, 2017

In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet.

Analytics 100

Analytics Banking Consulting Consulting 100