Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer. Voice Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” Call Center Panel from Enterprise Connect. Read more on their blog post. I won’t spoil it here.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Quiq

FEBRUARY 2, 2023

Software Engineer at Quiq helping to enhance our Quiq product with data…Lots and lots of data. In this blog post, I’ll share with you what Quiq Insights is, why we built it, and what sets it apart from other analytical offerings. Hi, I’m Tyler, a Sr. What is Quiq Insights? What is Quiq Insights?

Analytics 80

Analytics Contact Center Engineering Surveys 80

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. And it only gets worse from here!

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. And it only gets worse from here!

Quality management 54

Quality management Analytics Customer Experience Management 54

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

Contact Center 78

Contact Center Journey mapping Scripts Technology 78

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Avaya

MAY 31, 2018

The onus is on companies such as Avaya to develop artificial intelligence and analytics platforms that can understand, route and address an immediate customer need. These platforms offer a whole range of measurements that feed into the AI engine, enabling the customer service agent to respond to changing sentiments in real time.

Contact Center 42

Contact Center APIs Analytics Engineering 42

Cisco - Contact Center

MARCH 20, 2023

EXPOSURE: The Information We Divulge On A Public Wireless Network Register now for your free tour at the RSA Conference Security Operations Center (SOC), where engineers are monitoring all traffic on… Read more on Cisco Blogs

Wireless 89

Wireless Engineering Analytics 89

Calabrio

AUGUST 12, 2016

Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service.

Contact Center 45

Contact Center Analytics Coaching Scripts 45

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

TechSee

JUNE 25, 2019

Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

Cisco - Contact Center

JUNE 9, 2023

One of these new products was the update to Cisco Identity Services Engine… Read more on Cisco Blogs If you were at Cisco Live in Las Vegas earlier this week you surely saw that Cisco had a lot of new products to announce.

Engineering 73

Engineering Analytics 73

Avaya

JUNE 21, 2018

Fortunately, investment in marketing technology (martech)—specifically digital marketing analytics, lead management, and multi-channel campaign management—to drive customer experience is increasing. Using analytics, marketers can create insights and reports with templates that represent content from all channels.

Analytics 40

Analytics Engineering CRM Marketing 40

SmartAction

SEPTEMBER 2, 2021

While artificial intelligence isn’t human, its unique DNA sequentially makes up a superb customer experience in a contact center solution. With machine learning, an NLU (natural language understanding) engine pieces together the words to extract the intent. What elevates the conversational AI experience is the NLU engine.

Virtual Agent 90

Virtual Agent Engineering contact center solutions Analytics 90

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on.

Best practices 52

Best practices Customer Service Management Contact Center 52

Avaya

NOVEMBER 7, 2016

If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as we roll out the Avaya Oceana™ Solution , a contact center suite for the digital age.

Contact Center 70

Contact Center Engineering SaaS Enterprise 70

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. These systems should capture data from any and every customer touchpoint — website, digital channel, social platform, contact center or IoT device. All of these support the Systems of Understanding and Predicting.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Aspect

JULY 24, 2018

Contact centers that understand the tremendous benefits to be had from advanced analytics will likely be the same ones that lead the pack in introducing Artificial Intelligence into the contact center. These driving principles apply whether using AI or just advanced analytics. How could it be any other way?

Enterprise 48

Enterprise Analytics Contact Center Engineering 48

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

bold360 Blog

DECEMBER 16, 2019

Contact center leaders are becoming CX leaders. Thinking of contact centers as reactive units defending against customer issues is just so 2010s. Contact centers are becoming much more strategic in terms of designing the customer experience. Analytics are shifting from a moment-in-time to real-time.

Customer centricity 40

Customer centricity Contact Center Metrics Analytics 40

Spearline

OCTOBER 21, 2021

Centralized contact center hubs carry voice traffic around the world. Engineers and technicians who would otherwise be doing some proactive work, end up fire-fighting. Comprehensive call records enable you to form a complete picture of the performance history of your contact numbers. Unresolved issues persist.

Telecommunications 113

Telecommunications Benchmark Engineering Feedback 113

Momentum Telecom

JUNE 11, 2021

These advanced capabilities go beyond what is available with Microsoft’s voice service enabling you to take full advantage of the Momentum unified communications platform and integrations such as call recording and voice analytics. . It’s a marriage that will bring your collaboration capabilities to a new level.

Technology 98

Technology Engineering Enterprise Analytics 98

Call Journey

OCTOBER 20, 2018

Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. It was originally published on Genesys blog. When analyzed, contact center conversations constitute the ultimate source of knowledge about the customers.

Scripts 45

Scripts Customer emotions Engineering industry standards 45

Aspect

DECEMBER 27, 2017

This brings us to the contact center – where conversations happen. Due to the criticality of the contact center to a business, as well as the fact that it is still (wrongly) considered a cost center to many C-suites, decisions are generally made conservatively. And this is where chatbots can help.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Real Time Speech Analytics will Evolve into an Agent Coaching Tool.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Nicereply

OCTOBER 24, 2023

Fast forward to the digital age, where technology and data analytics have rekindled the focus on individual customer experience. Instead, the entirety of a customer’s journey and interactions with a company began to take center stage. The personal touch started dwindling.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Hodusoft

MARCH 30, 2023

This blog post explains what inbound call center software is, how it can benefit your business, and how you can handpick the best inbound call center software that fits your needs. Here are a few benefits of investing in suitable inbound call center software. Read on to get valuable insights.

call center software 52

call center software Call Center Customer Service Interactive Voice Response 52

Aspect

JULY 18, 2018

Contact center agents can be trained to ask customers – whether they are using voice, text, chat, or even social media, if they would be willing to answer a few quick questions about their experience. appeared first on Aspect Blogs. The post Do You Know What Makes Your Customers Tick, and What Ticks Them Off?

Feedback 87

Feedback Abandon rate Engineering Interactive Voice Response 87

Etech GS

MARCH 18, 2020

Sometimes a customer may call a contact center with a problem that requires an interdepartmental solution. To achieve this, they may task the engineers with improving the functions of applications that rely on artificial intelligence, such as data analytics and chatbots. Contact us today for more information.

Customer Experience 52

Customer Experience Engineering Morale Finance 52

Spearline

OCTOBER 5, 2021

Your contact numbers support sales orders and customer management and when they are “down” your business is not generating revenue and may be losing customers. In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

Avaya

SEPTEMBER 22, 2016

Built with employees, agents, and customers in mind, Oceana represents the convergence of the contact center with the enterprise. With historical and real-time analytics, Oceana provides that full contextual experience across all channels, enabling the enterprise to be smarter, employees more productive, and customers simply happier.

Enterprise 76

Enterprise Contact Center Engineering Analytics 76

Avaya

FEBRUARY 13, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Real-time and historical analytics can help determine staffing requirements and capacity engineering for each channel. Any AI engines also should connect to a customer value metric, particularly if you’re enabling AI to resolve problems.

B2B 45

B2B B2C voip Engineering 45

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Nicereply

NOVEMBER 12, 2019

Gartner predicted that by 2020 more than 40% of all data analytics projects will relate to an aspect of customer experience. You create a visualization of all of the points in your customers’ lifecycle, from their first view of your blog all the way through to their point of churn. Customer journey mapping.

Journey mapping 75

Journey mapping Customer Experience Multichannel Contact Center 75