Spearline

FEBRUARY 8, 2022

Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. “Speech analytics” considers the spoken content and context of the agent/customer conversation. Please get in touch with us. .

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

Calabrio

NOVEMBER 25, 2020

Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements.

Contact Center 122

Contact Center Self service Analytics Banking 122

NobelBiz

MAY 20, 2021

The post VIDEO & ARTICLE: Benefits of Call Center Speech Analytics appeared first on NobelBiz®. Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day.

Call Center 40

Call Center Analytics 40

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

JANUARY 13, 2021

AI, Teams UC and Video. . Blog Series #1 of 4: New decade! Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2% say video is vital for managing remote employees. Better Together to Optimize CX. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

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

ShepHyken

DECEMBER 6, 2019

With session replay, the support and dev teams will be able to watch a video of everything that happened to the customer. The post Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait appeared first on Shep Hyken. Read Shep’s latest Forbes article: Amazon, Walmart And Target Go Head-To-Head.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

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

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. To learn more about how you can finally see the full picture of your customer experience, read our complete guide to customer interaction analytics.

Analytics 59

Analytics Contact Center Technology Personalization 59

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

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. So, this week, we put together some video you can queue up and watch. This video is mostly about their WebEx plans, with a bit of call center content, but her energy is really infectious; it’s a joy to watch.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

Beyond Philosophy

SEPTEMBER 1, 2022

He’s posted many videos and written several excellent books on the topic, including The Myth of Experience. This video does an even better example of explaining the difference between the two. Therefore, applying a much more analytical framework incorporating science, slowing down, and using more data will have a better outcome.

Analytics 370

Analytics Consulting Consulting Personalization 370

Calabrio

NOVEMBER 25, 2020

Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements.

Contact Center 52

Contact Center Self service Analytics Banking 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

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

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

Sikorski's Think Abouts

APRIL 26, 2015

the most exciting evolution in Call/Contact Center technology is speech analytics and here is why: Fine tuned to the point where if a certain word is used the interaction is recorded. Applying speech analytics enables you to focus on key issues that matter most. WebTV Show Video Archives [link]. Converts voice to text.

Analytics 40

Analytics Consulting Consulting Contact Center 40

Monet Software

JULY 30, 2019

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. Analytics can take many forms.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics? From marketing to customer support to even customer success.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Convinced that they need only analytical data, they are happy to have an answer without understanding why it is the answer. The issue was the AI didn’t pinpoint why the customers were leaving. Then, we could test them.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Monet Software

MARCH 20, 2019

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Answers to all of them can be better achieved with desktop analytics. Where speech analytics is primarily customer-focused, desktop analytics delivers insight on your agents and your processes.

Analytics 54

Analytics Contact Center Government Banking 54

JivoChat

FEBRUARY 9, 2023

You will also learn how to set up Google Analytics and Search Console to analyze the performance of your website and know what to do to boost the visibility of your pages and conquer more organic traffic. Set up Google Analytics and Search Console. YouTube SEO and ranking videos on YouTube so you get organic traffic.

Marketing 75

Marketing Engineering Sales Analytics 75

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Customer analytics. Please CLICK HERE to watch the video report from the Roundtable session. Dimension Data recently released their latest Customer Experience report. Digitalisation. Robotics and AI.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. 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

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. And this has a direct impact on productivity.

voip 104

voip Accountability Customer retention Technology 104

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Video tutorials and transcripts. Video tutorials: Vidyard. Video transcripts: Trint. Video Tutorials: Vidyard. Video Transcripts: Trint. They can take several forms, including: In-app guides.

Enterprise 104

Enterprise Customer Support SaaS Sales 104

Mindtouch

MARCH 7, 2018

Video tutorials. It also tees things up so you can measure ticket deflection in Google Analytics. With a solution like this in place, you can now measure ticket deflection in Google Analytics. To start, you need to log into Google Analytics. Traditionally, help centers are stockpiled with a lot of great information.

Analytics 48

Analytics Self service Customer effort Metrics 48

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

Natalie Petouhof

JANUARY 6, 2017

With more and more buyers using mobile devices to shop, 4 out of 5 shoppers say a video showing how a product or service works is important in their decision to purchase or not purchase a product or service. As a result, Marketers who use video grow revenue ~49% faster than non-video users. With over 1.5

Advertising 40

Advertising Marketing Analytics Contact Center 40

VirtualPBX

FEBRUARY 1, 2024

Additionally, mobile networks provide ubiquitous coverage and support a wide range of services beyond voice calling, including messaging, video calls, and internet access. By transmitting voice calls over the internet, VoIP systems offer greater flexibility, scalability, and integration with modern communication tools and applications.

Telecommunications 105

Telecommunications voip Technology Analytics 105

Nicereply

FEBRUARY 29, 2024

Contrary to popular opinion, with time, knowledge bases can become complex with myriad options – like troubleshooting, general FAQs, billing, how-tos, explainer videos , and even video guides. Pay attention to analytics Analytics is your secret key to unlocking customer experience insights directly impacting your business.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

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

bold360 Blog

MAY 8, 2020

We discussed how we can start to manage people, technology, and processes using a more analytical, data-driven approach in e-commerce. The post CXNext Podcast Episode 55: How to Do Data-Driven, Analytical Management in the Digital World appeared first on Bold360 Blog. The whole system becomes more complicated.

Analytics 52

Analytics Management Journey mapping Metrics 52

Nicereply

NOVEMBER 21, 2022

Best features: NPS, CES, and CSAT Surveys Analytics No-code customization Easy to set up & user-friendly interface. Kissmetrics is a product analytics tool that will allow you to have a clear picture of how to acquire qualified leads while also converting more trials into paying customers. Kissmetrics.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

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