Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

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

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Noble Systems

JULY 11, 2019

In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification. Leverage Analytics to Track Behavior & Goal Attainment. Analytics plays an important role in gamification success. Looking for the previous parts of this blog series?

Gamification 71

Gamification Best practices Analytics Feedback 71

Noble Systems

JULY 1, 2019

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. 60% of digital analytics investments will be spent on customer journey analytics by 2018. sales, marketing, HR, billing).

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics. Speech analytics is changing this, making it how the customer answers, rather than what they answer, the key to confirming their identity.

Technology 113

Technology Customer Service Gamification Wireless 113

Babelforce

DECEMBER 2, 2021

Using customer feedback , call recordings , and possibly speech analytics , join forces with the contact center to analyze demand caused by upstream issues. Also, stay up to date with all of our latest blog posts, eBooks and announcements by following us on LinkedIn and Twitter.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

Avaya

MAY 9, 2017

Meanwhile, automation and data analytics have evolved from luxuries to enterprise necessities. Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. appeared first on Avaya Connected Blog. But creating a migration path is easier said than done. Sounds challenging, but it’s not impossible.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports.

Contact Center 128

Contact Center contact center solutions Analytics Entertainment 128

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. Check out our eBook, Fundamentals of Digital Transformation. Interested in not just creating but executing a successful digital transformation? We’re here to help.

Enterprise 63

Enterprise Big data Analytics Technology 63

Clarabridge

SEPTEMBER 21, 2017

By: Brownell O’Connor, Contact Centre Expert, Smith + Co. . This post was originally published on Smith+Co Consultancy’s blog. . It then requires using clever analytics to measure the process, the experience and not just the costs. The focus on the new upcoming ebook and workshop is IMPLEMENTATION.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Ebooks around topics like compensation and management.

Customer Service 80

Customer Service Coaching Education Best practices 80

Aspect

JULY 24, 2017

In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. When you pull back the covers, the differences are quite significant and can heavily influence the effectiveness of your new speech analytics system.

Analytics 85

Analytics Technology Contact Center SaaS 85

SmartKarrot

DECEMBER 2, 2020

Today, in this blog we will discuss about such remarkable women who have carved their own stamp in their respective areas of expertise. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. That’s a Wrap.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Noble Systems

MARCH 22, 2021

They are actively seeking ways to fundamentally improve their contact center operations and enhance patient care , efficiently and effectively. In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 6 Healthcare Call Center Technologies.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. According to Forrester, 8 out of 10 tasks in the contact center can be automated. Agent assist uses real-time conversational analytics to understand what customers want and not just what they say.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

aircall

NOVEMBER 21, 2022

Ambroise Prieur, Contact Center Administrator at SumUp. This is why Aircall’s analytics dashboard collects all data on your outgoing calls, providing an in-depth analysis dashboard and a detailed view of your sales team’s performance. Jump right in with an easy-to-use interface.

CRM 62

CRM Wait times Consulting Consulting 62

Comm100

MARCH 28, 2018

This blog post details some of the practical aspects you’ll need to consider when building a reporting system for your team. Here are some KPIs that are common to many contact centers : Customer Satisfaction: How satisfied customers are with your service. Analytics Applications. Types of Channel-Specific Report Formats.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

Mindtouch

MARCH 16, 2020

Failing to empathize with your customers can end up being counterproductive, especially for the managers and directors charged with keeping tabs on customer journey KPIs within the contact center. Download the free ebook. The post 10 Essential Customer Journey KPIs appeared first on MindTouch Blog.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Mindtouch

AUGUST 21, 2019

Contact center leadership , such as the Director of Support or Contact Center Manager, responsible for leading and supporting agents, enabling agent productivity , and driving efficiency gains. Download the free ebook. appeared first on MindTouch Blog. Measuring a knowledge management practice.

Management 88

Management Self service Chief Customer Officer Chatbots 88

NobelBiz

JANUARY 30, 2024

Inevitably, call center blockage significantly impacts customer experience. Addressing the issue of call blockage in contact centers is essential for maintaining service quality and operational efficiency. This challenge, often arises during peak periods or due to technological shortcomings.

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103