Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Using speech analytics we can determine how much silence a call contains.

Analytics 98

Analytics Morale Finance Benchmark 98

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

CSM Magazine

MARCH 16, 2023

Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results.

Analytics 52

Analytics Coaching Finance Upselling 52

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

Nicereply

FEBRUARY 4, 2021

Charlotte Ward , Head of Support at Snowplow Analytics and Founder of CustomerSupportLeaders.com , has spent a lot of time in process improvement cycles. In conversation with Charlotte Ward, Head of Support at Snowplow Analytics.

Analytics 83

Analytics Customer Support Customer Experience Education 83

OctopusTech

MARCH 7, 2019

The education industry is at crossroads, I mean the administrative costs are soaring up, the revenues are declining, and the popularity of online courses isn’t helping the growth prospect of the education institutions either. Let’s see what these education call centers really have to offer to your institution.

Education 59

Education Call Center Caller satisfaction Call flow 59

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. Back To CX Accelerator Blog Change Management.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

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

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

C3Centricity

MARCH 12, 2024

By leveraging data analytics, marketers can gain insights into customer preferences, behaviour, and purchase history, enabling them to tailor their messaging and offerings. Leveraging Data for Personalisation The key to unlocking high-quality traffic lies in data-driven personalization.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

Beyond Philosophy

MAY 23, 2024

The siloed implementations of AI and the disparate data gathered from them currently cannot provide this type of predictive analytics. Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. Another problem facing AI is the type of data collected.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

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

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. Let’s start with some definitions.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Beyond Philosophy

JULY 13, 2023

Convinced that they need only analytical data, they are happy to have an answer without understanding why it is the answer. Colin has conducted numerous educational workshops to inspire and motivate your team. Then, we could test them. It’s Not Too Late No one designing AI for Customer Experience is asking me for help.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. The NobelBiz reporting and analytics tools provide valuable insights into customer interactions, agent performance, and operational efficiency.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. The technology can produce marketing copy like newsletters, emails, and even blogs.

Surveys 177

Surveys Education Enterprise Technology 177

Peter Lavers

SEPTEMBER 6, 2018

Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), He doesn’t just write and blog, though! This list features influencers who are contributing to the customer service industry in an outstanding way. and is an IBM Futurist and SAS Collaborator.

Customer Service 100

Customer Service Automotive B2C CRM 100

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Monet Software

MAY 27, 2020

To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI. New Speech Analytics Value-Added Services to Help You Prepare for Recovery Consumer behavior continues to change rapidly.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. With so many institutions choosing Comm100, it’s clear that Comm100 Live Chat’s security, features, and integration possibilities are perfect for higher education.

Chatbots 84

Chatbots Education Wait times CRM 84

Totango

SEPTEMBER 22, 2023

Connecting enterprise to community A critical component to CS-driven growth is the ability to leverage education resources and support services in a scaled motion to serve changing customer needs.

Enterprise 114

Enterprise Education Best practices Customer retention 114

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Now, it’s about being one step ahead.

Customer Service 84

Customer Service Chatbots APIs Government 84

JivoChat

APRIL 16, 2023

Utilizing analytics to measure performance analytics helps you understand how your website performs and identifies improvement areas. By utilizing analytics, businesses can gain insight into how users interact with their websites and identify areas of improvement. Of course - monitor (not the screen)!

Analytics 82

Analytics Engineering Advertising Sales 82

ChurnZero

MAY 4, 2023

Daily tasks, such as creating a content calendar, curating educational pieces, moderating engagement, collecting feedback and working across different functions is a full-time job. We strive to “collaborate, educate and elevate” the community to advance the profession of Customer Success. Looking to be a part of a new CS community?

SaaS 98

SaaS Best practices Gamification Feedback 98

SmartAction

NOVEMBER 15, 2023

Self-Service Analytics Data analytics plays a crucial role in refining self-service strategies. Implementing robust security protocols and educating customers about safe self-service practices are top priorities. While challenges exist, they can be overcome with the right strategies and technologies.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

ProProfs Blog

AUGUST 14, 2020

While Google Analytics can help you access such data once collected over a certain time period, live chat gives you insight on real-time customer behavior. One of the Hyken’s blogs suggested that. Live Chat Analytics to Better Understand Prospective Buyers. Tweet this. Download ProProfs Live Chat Mobile App Here!

Analytics 174

Analytics B2B Education Feedback 174

ChurnZero

JANUARY 25, 2024

Customer education roles Customer education guides customers to master the product through content, customer programs and resources , and strategic engagement. While it’s difficult to quantify a precise increase in 2023 alone, the evidence suggests a promising future for customer education professionals.

Education 52

Education Upselling Consulting Consulting 52

Aspect

AUGUST 21, 2019

ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

Best practices 70

Best practices Self service Analytics Education 70

bold360 Blog

FEBRUARY 13, 2020

But some of Exceed’s customers are in education, and the terminology a student would use to end communication within that context would actually be, “I’m going to a different college.”. 3) Analytics. The post AI IRL Podcast Episode 49: Using AI for Mid-Funnel Customer Responses appeared first on Bold360 Blog.

CRM 75

CRM B2B Sales Analytics 75

CSM Magazine

JUNE 12, 2023

Educating employees about these scams and regularly updating security policies can help minimize the risk of contact center fraud. Fraud Analytics and Machine Learning Fraud analytics tools employ powerful AI and machine learning algorithms to identify and prevent contact center fraud.

Contact Center 52

Contact Center Engineering Education Banking 52

Tethr

FEBRUARY 11, 2020

Have your organizations consider some of these questions: Is the prospect who’s landing on your site at the stage of educating themselves more on your niche before they decide whether making a purchase is even necessary, or are they already confident they need the product and are comparing your products and services to competitors?

Customer Experience 75

Customer Experience Analytics Customer retention Upselling 75

SmartKarrot

FEBRUARY 22, 2022

As smart technologies continue to evolve, industries such as healthcare, finance, construction, education, retail, etc., Augmented Analytics is one such emerging technology that has completely changed the way people perceive data analytics, data manipulation, monitoring, and, data literacy. What is Augmented Analytics?

Analytics 10

Analytics Multichannel Construction Technology 10

NobelBiz

MARCH 19, 2024

Integrated with real-time data feeds and up-to-the-second analytics, these dashboards offer supervisors a holistic view of agent performance across multiple teams and channels. Brad Dashnaw is the CEO of one of the top companies in the Digital Marketing space for Higher Education and Automotive Companies with over 4,000+ succesful clients.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

NICE inContact

MARCH 27, 2019

At Interactions EMEA 201 9 , NICE’s flagship annual customer conference in London, you’ll have a premium tiered seat to incredible educational opportunities that will reveal the latest tools and solutions you need to improve and scale your business. appeared first on NICE inContact Blog.

Employee engagement 54

Employee engagement Education Best practices Analytics 54