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 81

Customer Service Chatbots APIs Government 81

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Trends versus Reality – Successful Companies Show How to Lead the Way. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Upstream Works

JANUARY 31, 2023

CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. This post examines two leading AX trends for contact center leaders to focus on. The post Top Agent Experience (AX) Trends of 2023 appeared first on Upstream Works.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. can harness the power of social media and can keep a track on the market trends and ongoing customer discussions. – Shep Hyken .

Analytics 316

Analytics B2B Technology Enterprise 316

Zappix

MARCH 21, 2024

As we embark on the journey of 2024, let’s explore some key customer service trends shaping the industry. Emphasis on Self-Service Options While many customers still prefer human interaction, there’s a growing trend towards self-service options.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

Nicereply

SEPTEMBER 6, 2022

Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. It’s an ever-evolving field, which means it’s critical for support leaders to keep an eye on other companies’ experiences and trends. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

ShepHyken

JULY 12, 2019

Through machine learning and predictive analytics, historical data can be leveraged to create comprehensive maintenance plans. With the right insights, especially historical patterns and trends, you can take a smarter approach to maintaining key equipment long term (such as heating and refrigeration units).

Customer Experience 270

Customer Experience Technology Enterprise Analytics 270

Calabrio

NOVEMBER 25, 2020

In fact, technology is the driving force behind the biggest trends confronting contact centers today. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 122

Contact Center Self service Analytics Banking 122

SmartAction

MARCH 7, 2023

Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond. Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. What are the key drivers of this explosive growth in the CAI market?

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Nicereply

MAY 6, 2020

Now, we decided to move forward and say goodbye to the old dashboard & metric overview, and embrace the new Nicereply Analytics. metrics trend-charts with the previous period for quick comparison. New Trends and Charts. The one thing that changed with removing the original Analytics is a new CSAT tab called Teams and Agents.

Analytics 88

Analytics Metrics Customer Support Personalization 88

OctopusTech

AUGUST 10, 2022

Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. 15 Key call center technology trends for 2022.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

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

Nicereply

AUGUST 15, 2022

Discover a new way of looking at data analytics and insights. You need to effectively insert data analytics into your day-to-day routine. This new trend has created a rise in the need for tools that support natural language processing (NLP). Deloitte found that 49% of companies say analytics helps them make better decision s.

Analytics 52

Analytics Surveys Construction SaaS 52

CSM Magazine

AUGUST 31, 2023

The new platform presents a fresh take on analytics, providing both marketing and business professionals a more sophisticated, streamlined way to analyze customer data. In this blog post, we’ll delve into how to master the complexities of GA4, ensuring you’re fully equipped to make the most out of this powerful analytics tool.

Analytics 52

Analytics Metrics Marketing Management 52

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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

Aspect

MARCH 10, 2020

Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Analytics can help you provide customers with b etter e xperiences. Increase accessibility of preferred interaction channels in response to higher usage trends . A nalytics can help agents be more productive.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

Noble Systems

JANUARY 30, 2020

Here, speech analytics is not used simply to understand the customer and answer a question, but rather to understand why the customer is calling, whether they’re happy, and if their mood is indicative of a trend that requires attention. The business benefits of speech analytics. Speech analytics also can help point out issues.

Analytics 66

Analytics Enterprise Interactive Voice Response Contact Center 66

Concentrix

JANUARY 5, 2024

We’ve compiled 10 of the top enterprise technology trends for 2024 to keep in mind for your upcoming digital experience initiatives.

Enterprise 62

Enterprise Technology Engineering Analytics 62

ShepHyken

APRIL 13, 2018

These are handy for identifying overall trends that can influence business decisions. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool? Polls ask one or two questions in a quick format and then provide the response breakdowns to each respondent, making the act of replying a sort of communal game.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Hodusoft

SEPTEMBER 18, 2023

Discover the Latest Trends with HoduSoft at the 12th BPO Innovation Summit & Awards 2023 In the dynamic world of Business Process Outsourcing (BPO), staying up-to-date is essential for success. In this blog, we will explore what this exciting event holds and how HoduSoft is going to make an impact by participating in this event.

outsourcing 52

outsourcing Business Process Outsourcing Contact center software Finance 52

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

JustCall

MARCH 28, 2023

By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations. This comprehensive blog post highlights the most significant customer support trends for 2023 that all customer service leaders should be aware of.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Why you should use text analytics. With text analytics, you can analyze a huge volume of customer comments in a way that’s also scalable. .

Analytics 88

Analytics Customer Experience Surveys Feedback 88

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. After decades of experience leading with cloud solutions, analytical software, and workforce engagement solutions, he gave a thought-provoking interview on our podcast, Advice from the Call Center Geek. .

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

CSM Magazine

MARCH 16, 2023

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. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Work From Home Call Center Trends After COVID-19 Since the COVID-19 pandemic began, modern society has undergone massive changes. We’ve explained why and highlighted a few other current trends we love below.

Call Center 62

Call Center outsourcing Technology Analytics 62

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

JustCall

MARCH 7, 2023

To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. Real-time Conversational Analytics Many contact centers employ real-time conversational analytics tools to evaluate customer conversations as they occur. They then analyze the data to forecast trends.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Noble Systems

FEBRUARY 4, 2021

5 Customer Behavior Trends That Are Here to Stay. As we discussed in part 1 of this blog series, there is no denying that consumer decision journeys and buying behaviors have changed, many of them forever, due to the impacts of COVID-19. This blog looks at the results of a new industry survey conducted by Noble Systems.

Contact Center 94

Contact Center Surveys Interactive Voice Response Chatbots 94

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Get your copy: Forrester Customer Service Mega-Trends Report. 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. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX. I am a big fan of text and voice analytics.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Comm100

JUNE 15, 2022

For your CX program to be successful, the goals and KPIs need to be adapted constantly to keep up with changing trends, new processes, and the evolution of consumer habits. The post Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program appeared first on Comm100.

Customer Experience 89

Customer Experience Journey mapping Surveys Feedback 89

Upstream Works

DECEMBER 20, 2022

This is where predictive analytics come into play, and you can expect to see more of this in 2023. The post 2023 Trends: AI for Better Agent & Customer Experiences appeared first on Upstream Works. Learn how Upstream Works improves the agent and customer experience with enhanced AI application integrations.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78